Job Information
Illinois Employer Corporate Customer Contact Center Specialist (Any Approved MCB Location) in Morton, Illinois
This job was posted by https://illinoisjoblink.illinois.gov : For more information, please see: https://illinoisjoblink.illinois.gov/jobs/12137928
Page 1 Approved By:
Approval Date:
Job Description: Corp Customer Contact Center Specialist
Prepared: 10/28/2022 Revised:
Job Summary
Responds to and resolves incoming customer calls regarding Retail and Business Online Banking products, as well as
Retail customer service, including balance and transaction inquiries, Online and bill payment enrollments, bill payment
and account transfer assistance, bank-to-bank transfers, eStatement and document delivery assistance, alerts, mobile
banking and general bank or account-related information.
Essential Duties & Responsibilities
Respond to customer telephone inquiries for information regarding online banking, including balance and
transaction inquiries, online bill payment enrollments, bill payment and transfer assistance, bank-to-bank
transfers, eStatement and document delivery assistance, alerts, mobile banking, and general account
information.
Answer questions relating to deposit account products and related services.
Identify compatibility of customer operating systems and internet browsers with requirements adequate for
online banking product to support customer usage.
Utilize various internal and external applications, including MCBE, Navigator, Director, and other systems
to support inquiries related to accounts or online banking access.
Act as 1st level support for debit card disputes, inquiries regarding transactions, limit increases; stop
payment requests and potential fraud activity, escalating when necessary.
Prepare debit card requests using BPM.
Log customer interactions using Continuity Control based on banks customer feedback program.
Maintain current knowledge of internal risk controls and loss prevention, including reporting suspicious
activity per bank policy. Assume administrative responsibility for complex and confidential projects
Supervisory Requirements
Personnel Management: This position has no supervisory responsibilities.
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. Reasonable accommodations may be made to enable individuals with
disabilities to perform the essential functions.
The physical activities of this position may include climbing, reaching, standing, lifting, talking, hearing and
performing repetitive motions.
Medium exertion; exerting up to 50 pounds of force occasionally, and or up to 20 pounds of force
frequently, and or up to 10 pounds of force constantly to move objects.
The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing
data and figures; viewing a computer terminal.
Position Title
Corporate Customer Contact Center Specialist
Reports To:
Corp Customer Contact Center Supervisor
Classification:
Non- Exempt
Department:
Operations
EEO Category: A d m i n S u p p o r t W o r k e r
Supervises:
None
Location:
Status:
Full Time
Page 2 Approved By:
Approval Date:
Job Description: Corp Customer Contact Center Specialist
Prepared: 10/28/2022 Revised:
Work Environment
The work environment characteristics described here are representative of those that must be met by an employee to
successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals
with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate.
Employees, who work 7 continuous hours or more, must take a 30 minute uninterrupted lunch break no
later than 5 hours after beginning their work day
Education and Qualifications
Essent ial:
High school education and diploma
BSA and other Bank related training through BAI is required annually
Desirable:
Experience
Essential:
Fluent in MCB deposit products, in use of MCBE, in use of Continuity Control, in MCB Overdraft Program
Fluent in all types of transaction channels:
o ACH
o Online Banking
o Checks
o Mobile
o Wires
o Person-to-Person Payments (P2P)
Adhere to MCBs customer identification procedures when communicating with customers over phone or email
Knowledge of customer service principles & relevant computer skills
Desi