Customer Service Representative

4 weeks ago


Rockford, Illinois, United States Midland States Bank Full time

Job Summary

This role provides exceptional customer service to clients via phone calls. The Customer Care Specialist ensures customers receive top-notch service by answering questions, resolving issues, and processing requests related to various banking needs.

Key Responsibilities

  • Answer all inbound banking-related calls and resolve questions or transfer to the appropriate representative for resolution.
  • Perform outbound courtesy calls to inform customers about related products and services.
  • Understand and explain features and benefits of Midland States Bank's products and services to recommend to customers.
  • Identify cross-sale/sales opportunities and refer to sales staff.
  • Effectively use all systems to retrieve and maintain key account information and track and resolve problems relating to customer accounts.
  • Provide high-quality service by using excellent telephone etiquette.
  • Take and process research requests, coordinate an appropriate solution by working with other departments, and deliver results to the customer within established timeframes.
  • Maintain a working understanding of and comply with applicable banking regulations and policies.
  • Meet service standard requirements provided by the Customer Care Manager.

Requirements

  • Associates degree in a business-related field, Bachelor's degree strongly preferred.
  • Two or more years of customer service experience.
  • The equivalent combination of education, experience, and training that provides the required knowledge, skills, and abilities.

About Midland States Bank

At Midland States Bank, we believe that when we can bring our whole selves to work each day, we become happier, more comfortable, more confident, and more excited to do great things for our customers, each other, and our company. We're proud to be an Equal Opportunity and Affirmative Action employer.



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