Customer Care Specialist I at 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. At Midland, we recruit, employ, train, compensate and promote without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. If you are looking for a place to grow, we encourage you to apply at Midland States Bank, because you belong here.

Position Summary

This position provides quality customer service via the telephone. The Customer Care Specialist ensures customers receive excellent service by answering questions, resolving problems, and processing requests related to a wide variety of banking-related needs.

Primary Accountabilities

• Answers all inbound banking-related calls routed directly to Midland States Bank, by appropriately resolving/answering questions or transferring to the appropriate representative for resolution
• Performs outbound courtesy calls to inform customers about related products and services
• Understands and able to explain features and benefits of Midland States Bank’s products and services in order to appropriately recommend to the customer
• Ability to identify cross sale/sales opportunities and refer to sales staff
• Possess solid understanding of fees and escalation procedures
• Effectively uses all systems to retrieve and maintenance key account information, as well as to track and resolve problems relating to customer accounts
• Provides high level of quality service by using excellent telephone etiquette
• Responsible for taking and processing research requests, coordinating an appropriate solution by working with other departments, and delivering results to the customer within established timeframes
• Makes adjustments, corrections, and changes to records within defined authority, and/or escalates to the appropriate level for resolution using the authority matrix
• Maintain a working understanding of, and comply with applicable banking regulations and policies
• Meet service standard requirements provided by Customer Care Manager
• Handles customer complaints and questions and determines whether additional manager input is needed
• Proactively sells banking services and products to retail customers and prospects.
• Assist in the development and communication of procedures to promote understanding and consistency
• Assist in the training of new members
• Track and report key metrics as identified by the Manager
• Assist Manager in identifying training-related needs for the team
• Operating knowledge and utilization of contact center software; working knowledge of how to access and index recorded calls for review as needed
• Prepare monthly schedule for review and approval by manager
• Maintain compliance with all applicable regulations including, but not limited to, the Bank Secrecy Act (BSA)

Position Qualifications

Education/Experience:

• Associates Degree in a business related field
• Two or more years of customer service experience
• The equivalent combination of education, experience, and training that provides the required knowledge, skills, and abilities

Competencies/Other 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
• Bilingual Preferred, but not required

If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to Midland States Bank Human Resources at HR@midlandsb.com.

THIS JOB DESCRIPTION DOES NOT CONSTITUTE A CONTRACT FOR EMPLOYMENT