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Customer Care Representative 2 (13-020)

Location:Bloomington, MN
Exempt/Non-Exempt:Non-Exempt
Benefits:Offering a competitive benefits package to our team members is a top priority. Our team members are offered medical, dental, vision, flexible spending accounts and voluntary life benefits. We ensure long term success by offering a 401k plan with company match as well as company-paid short and long term disability, life insurance, paid time off, and wellness programs.
Employment Type:Full Time
Branch-Department:Bloomington, MN
Description:Description of Duties

1. Responsible for answering and handling complex phone calls relative to areas of concern involving all checking, saving & IRA account products and ancillary services. Respond to customer and employee requests and/or questions in an accurate, timely and professional manner providing prompt, courteous service promoting professionalism, confidentiality and the desire to assist.
2. Responsible for follow up with other areas within the organization without additional assistance to obtain necessary information.
3. Possess knowledge of different deposit and loan products, different overdraft philosophies, different ATM/debit card procedures. Knowledge of varying rates, fees, regulatory information and fund availability and varying state laws, personnel and geographic areas.
4. Responsible for knowledge and expertise in utilizing technology and numerous bank services used by the bank.
5. Interact with branch personnel relative to areas of concern involving all checking, saving & IRA accounts. Respond to customer and employee requests and/or questions in an accurate, timely and professional manner providing prompt, courteous service promoting professionalism, confidentiality and the desire to assist.
6. Identify system issues and escalate accordingly.
7. Identify and make service or product recommendations to Customers when warranted.
8. Occasional complex projects.
9. Acts as backup for Department Lead under general direction of Deposit Admin Supervisor.
10. Assist with monthly completion of department statistical reporting.

MidCountry Bank is an Equal Opportunity Affirmative Action Employer.
Qualifications:Minimum Qualifications

*Must be available to work until 6pm on weekdays and Saturdays until noon.

•High School diploma or equivalent
•1-3 years previous experience
• Strong verbal and written communication skills.
• Ability to work independently and in a team and fast-paced environment.
• Good working knowledge of personal computers; MS Office and Excel skills.
• Strong ability to analyze and solve problems.
• Previous ITI experience on deposit application, online banking products and services
• Knowledge of banking fundamentals and specific regulations (Bank Secrecy Act, Right to Financial Privacy Act, REG E) as it pertains to area of responsibility.
• Previous call center experience.
• Ability to remain calm under pressure and calm potential disgruntled customers.
• Strong understanding of bank products, processes and policies in order to provide quality information to customers and work within the bank organization to obtain quality solutions on the customer’s behalf.
• High level of working knowledge as it relates to the core banking system and the online banking system utilized in the bank.
MidCountry Bank is an Equal Opportunity Affirmative Action Employer.


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