Customer Care Specialist

The Customer Care Specialist will perform various bookkeeping functions and be one of the first points of contact for all incoming phone calls. The Customer Care Specialist is responsible for providing exceptional customer service through voice and online interactions. They also perform a wide range of customer service duties including but not limited to responding to emails from customers and coworkers, providing account information, and assisting customers and coworkers with basic electronic banking. They will also be responsible for completing various clerical functions associated with the duties of the department.

Daily Bookkeeping Duties

• Verify 2 signature accounts
• Enter GL descriptions on transactions
• Business Check review
• Review closed Saving and DDA Accounts
• Deposit account verifications
• Lockbox processing
• Mobile deposit review
• Credit Card Balancing
• E-statement enrollments
• Back-up non-post and NSF processing
• Process death notifications
• Piggy Savings monitoring
• Subpoenas
• Encoding Corrections
• SSI/Medicare Asset Verifications
• Prepares wires received via fax or email
• Process Debit Card/Credit Card payments for Loans or Credit Cards
• Saturday memo-post deposits for Non-post items
• Daily post office run
• Process outgoing mail

Customer Service Duties

• Answer telephone calls in a timely manner with a pleasant and professional attitude
• Password resets for Timeline, Internet Banking and Mobile Banking
• Assists customers with questions regarding Bill Pay
• Assists customers with questions regarding Debit Cards and Credit Cards
• Answers various customer inquiries
• Be knowledgeable of bank products and services
• Assists Customer Service Reps or other departments with customer questions and needs
• Effectively research issues and be able to produce necessary documentation
• Courteous at all times to customers and other employees
• Efficient in problem solving
• Credit card collections calls
• Respond to or forward received "Contact Us' emails in a timely and professional manner

Other Miscellaneous Duties

• Perform all duties assigned by management
• Attend training sessions for compliance, security, and internal guidelines and complete all required online training
• Maintain Overdraft Logs for overdrafts $500 and over
• Complete Overdraft Report for overdrafts $500 and over for Board
• Maintain address changes and files for returned mail
• Process and verify stop payment requests
• Special statement cycles and mailings
• E-statement rejects
• FMS reporting
• Scanning of completed work to Director
• Process and mail Overdraft Privilege Letters
• Verifying scanning
• Filing/Shredding of work
• Manually preparing loan notices and tax documents

Minimum Qualifications:

The candidate for this position must have a good working knowledge of the Microsoft suite of products, be able to easily navigate Windows based systems, be intuitive when learning new job functions, be able to handle a fast-paced work environment, be good at multi-tasking, have a strong sense of personal accountability, be self-motivated, and be quality and detail oriented.

Merchants National Bank is an Equal Opportunity Employer