Customer Engagement Center Specialist

Midwest BankCentre is proud to be recognized as one of St. Louis Top Workplaces for the past 5 years.

Are you ready to lead with purpose and make a real impact on our community? Join Our Team and Make a Difference at Midwest BankCentre.

Why Midwest BankCentre

Our company culture is all about engagement and collaboration with our teams. We value diversity, inclusion, and innovation. When you join Midwest BankCentre, youre not just joining a company - youre joining a community of like-minded individuals who are dedicated to making a positive impact.

We are committed to making meaningful, long-term investments in communities that lift everyone up, so we can all RISE TOGETHER. Our commitment to shared prosperity, our investment in Community and Economic Development, and our dedication to diversity and inclusion are reflected in the ways Midwest BankCentre lives its purpose.

Customer Engagement Center Specialist

Objectives of this Role

• Service customers via phone, virtually, and ITMs (Interactive Teller Machine) to provide accurate and satisfactory answers to their questions and concerns by actively listening and problem-solving.
• Create an exceptional customer experience with every interaction.
• Build customer awareness of bank products and services and identify opportunities to offer additional solutions.
• Process and respond to customer requests and correspondence received via various online channels.
• De-escalate situations involving dissatisfied customers.

Essential Functions

• Deliver exceptional customer experiences through prompt, empathetic, and knowledgeable service.
• Build strong trust-based relationships with customers across various service interactions.
• Educate customers on digital tools such as mobile banking, online account opening, e-statements, and electronic payments.
• Handle inbound inquiries related to accounts, transactions, fraud concerns, or general banking needs.
• Initiate outbound calls for digital onboarding, service follow-ups, and customer relationship deepening.
• Meet or exceed performance goals related to service quality, resolution time, and client satisfaction.
• Collaborate with departments to ensure timely and accurate resolution of service requests.
• Participate in ongoing training and development, including cross-training on ITMs and digital product support.
• Maintain compliance with bank policies, procedures, and applicable regulations.
• Contribute ideas to improve customer journeys and CEC operations.

Service Digital and Traditional Branch Customers

• Service digital and traditional branch customers via phone, Banno Conversation, email, and ITM.
• Demonstrate active listening, problem-solving, empathy, and sales skills while handling incoming phone calls from customers.
• Assist digital and traditional branch customers with online account opening and maintenance.
• Serve as a Video Teller in support of our ITM fleet.

Other Duties

Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities are as required and may change at any time with or without notice.

Competencies

• Customer Centric Focus
• Effective Time Management Skills and Ability to Prioritize and Change Direction as Needed
• Strong Communication Skills
• Ability to Work Remotely and Independently
• Drive to Achieve Goals and Results
• Commitment to Diversity and Inclusion
• Act with Integrity
• Ability to Collaborate and Work with a Team

Skills and Qualifications

• 1 year of experience in personal banking, financial services, and customer service
• Exceptional communication skills - verbal and written - with the ability to connect with diverse audiences
• Strong relationship-building mindset with a focus on customer trust and loyalty
• Goal-oriented and motivated by achieving measurable results
• Proficient with digital tools and comfortable guiding others through technology
• Ability to multitask in a fast-paced customer-centric environment
• High school diploma or equivalent required; associates or bachelors degree preferred
• Experience supporting digital banking platforms or fintech products preferred
• Bilingual in English and Spanish preferred
• Familiarity with CRM, digital onboarding, or core banking systems preferred

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk and hear. This is a largely sedentary role, but physical mobility and dexterity to transport files and operate general office equipment, fax, copier, telephone, as necessary, is required. This role is 100% remote, and a dedicated workspace within the home with high-speed internet is a requirement.

Ready to Make Your Mark

If youre passionate about banking with a purpose and ready to take the next step in your career, we want to hear from you. This is an excellent opportunity for individuals with commercial credit experience who are eager to contribute to our community-focused mission.

Why Join Us

• Community Focus: Be part of a community bank that values and actively supports the St. Louis area.
• Competitive Compensation: We offer a comprehensive salary and benefits package.
• Professional Growth Opportunities: For continuous learning and development.
• Impactful Work: Play a key role in shaping the credit strategy and success of our organization.
• Collaborative Culture: Work in a supportive and dynamic environment that values teamwork and innovation.

Equal Opportunity Employer

Midwest BankCentre is an equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities. We thank all applicants in advance for their interest in this position and Midwest BankCentre. Only applicants selected for an interview will be contacted.