MidCountry Bank
  • Customer Care
  • Bloomington, MN, USA
  • Full Time

Complete benefits package including health, dental, life insurance, AD&D insurance, Vision, Short and Long Term Disability, 401(k) with company match, paid time off.


This position is responsible for resolving customer requests in an accurate, timely and professional manner providing prompt, courteous service promoting professionalism, confidentiality and the desire to assist. This position also proves subject matter expertise to the bank's eCommerce products and provides branch support by providing fraud management expertise, quality reviews, and covering limited branch needs.

 

JOB RESPONSIBILITIES

1. Deliver excellent customer service to internal and external customers.

  • Answer, authenticate and log incoming customer eCommerce and escalated service phone calls.
  • Authenticate, respond to, and log incoming emails and chats to the bank's Customer Care Center.
  • Respond to customer needs professionally and accurately while providing exceptional customer service.
  • Identify product and service needs and make appropriate recommendations and support bank marketing campaigns.
  • Support the development and continuous improvement of the MidCountry Bank customer experience across all delivery channels.

2. Provide eCommerce product support.

  • Provide first level support for electronic banking operations (including but not limited to telephone banking, mobile banking, bill pay, P2P, A2A, online banking, online applications and debit card processing), including functioning as technical and procedural liaison between the customer and third-party vendors.
  • Provide second level branch support by resolving requests from branch staff for escalated electronic banking issues
  • Provide support for customers and branch staff regarding debit cards (including but not limited to problem solving denied transactions and disputes, removing out of country blocks, raising card limits, closing and renewing cards, managing Secure Code access and customer education on card safety).
  • Facilitate online account opening for consumer deposit, business deposit and consumer loans. Determine eligibility of accounts that require review, provide appropriate disclosures to applicants who are denied and facilitate verification of conditional stipulations and loan closing for online branch customers.
  • Process customer Wire Transfer requests within bank allowed limits. Obtain and validate wire instructions with receiving bank when necessary to ensure wire is sent properly.

     

3. Maintain product and operational knowledge in order to resolve issues and identify opportunities.

  • Maintain a current knowledge of all bank products, services and banking regulations through online courses, training sessions, 1 on 1's, procedure review and other available sources.
  • Provide first level support for all business lines (Ag, Mortgage, Insurance, Investments, Business Banking, etc).
  • Problem solve and resolve all consumer deposit, consumer loan and business deposit requests while adhering to corporate and regulatory policies and procedures.
  • Provide first level support and facilitate any escalated problem resolution with appropriate business lines for mortgage, investments, insurance, small business, commercial and the consumer banking division.
  • Negotiate and refund fees as determined to be in the best interest for the customer relationship. 

4. Provide support to branch network with fraud support, quality reviews, and branch back up.

  • Complete second day review of new accounts.
  • Provide branch back up tasks as needed; including, but not limited to, acting as a second control in branch opening and closing, and providing lunch coverage.

     

5. Complete special projects as needed.

  • Support system upgrades and roll outs of new products and services by testing, developing processes, and providing customer feedback.
  • Work on specialized research projects requested with Supervisor approval, bringing in additional resources and escalating as appropriate.

     

 

JOB REQUIREMENTS

Education:

  • Required for Rep 1: High School Diploma or equivalent
  • Preferred for Rep 1: 2- year college/tech degree or equivalent work experience
  • Required for Rep 2: 2- year college/tech degree or equivalent work experience
  • Required for Rep 3: 2- year college/tech degree or equivalent work experience

 

Experience:

  • Required for Rep 1: 1+ years of customer service or related experience
  • Preferred for Rep 1: 3+ years of customer service or related experience
  • Required for Rep 2: 3+ years of customer service or related experience
  • Preferred for Rep 2: 5+ years of customer service or related experience

 

 

MidCountry Bank is an equal opportunity employer and does not discriminate against otherwise qualified applicants on the basis of race, color, creed, religion, ancestry, age, sexual orientation, marital status, national origin, disability or handicap, veterans status, genetic information or gender identity. MidCountry Bank is an EEO/AA Employer.

MidCountry Bank
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