Customer Care Specialist I - Midland States Bank

At Midland States Bank, base salary is one component of our Total Rewards program. Exact compensation is determined by factors such as (but not limited to) education, skills, internal equity, and experience. This position offers additional compensation in the form of short-term incentives (i.e. bonus and/or commission) and may include long-term incentives (i.e. stock awards). Benefits for this role include comprehensive healthcare, well-being benefits, paid family leave as well as generous paid time off. Total Rewards also include banking perks, an Employee Stock Purchase Plan, 401K plan with company match and may include the opportunity to participate in our Non-Qualified Deferred Compensation plan. Incentives and benefits are subject to eligibility requirements.

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.

• The role requires occasional travel for training and team meetings, and willingness to travel periodically, to locations within market as needed.
• May require work in a Midland office to ensure collaboration and support of internal and external customers.
• Maintain compliance with all applicable regulations including, but not limited to, the Bank Secrecy Act (BSA).
• Other duties as assigned.

Position Qualifications

Education/Experience:

• 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.

Competencies:

• 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

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.

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