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Customer Service Representative
2 months ago
At Midland States Bank, we're committed to providing exceptional customer service and creating a positive experience for our customers. As a Customer Care Specialist, you'll play a critical role in delivering this experience by providing quality service via the telephone.
Key Responsibilities- Answering Customer Calls: Respond to inbound banking-related calls, resolving questions, and processing requests related to various banking needs.
- Outbound Calls: Perform courtesy calls to inform customers about related products and services.
- Product Knowledge: Understand and explain features and benefits of Midland States Bank's products and services to customers.
- Cross-Selling Opportunities: Identify and refer cross-sale/sales opportunities to sales staff.
- Account Management: Effectively use systems to retrieve and maintain key account information, track and resolve problems, and provide high-level quality service using excellent telephone etiquette.
- Research and Resolution: Take and process research requests, coordinate solutions with other departments, and deliver results to customers within established timeframes.
- Regulatory Compliance: Maintain a working understanding of and comply with applicable banking regulations and policies.
- Service Standards: Meet service standard requirements provided by the Customer Care Manager.
- Customer Complaints: Handle customer complaints and questions, and determine whether additional manager input is needed.
- Sales and Training: Proactively sell banking services and products to retail customers and prospects, assist in the development and communication of procedures, and assist in the training of new members.
- Metrics and Reporting: Track and report key metrics as identified by the Manager.
- Education: Associates Degree in a business-related field.
- Experience: Two or more years of customer service experience.
- Skills: Business insight, cultivates innovation, drives results, makes sound decisions, being a brand champion, collaborates, communicates effectively, customer focus, being authentic, emotional intelligence, self-development, being flexible and adaptable.
