Southern Michigan Bank & Trust · 3 months ago
CONTACT CENTER SPECIALIST
Coldwater,MI,US
Full-time
Onsite
New Grad, Entry LevelSouthern Michigan Bank & Trust is seeking a Contact Center Specialist to assist with customer inquiries and support within their Operations Department. The role involves managing customer calls, providing information, resolving complaints, and maintaining databases to ensure efficient service delivery.
BankingFinancial ServicesPersonal Finance
Responsibilities
Answer customer inquiries and questions, handle complaints, troubleshoot problems and provide information for all incoming customer calls, chats, and emails
Manage large amounts of inbound and outbound calls in a timely manner
Build sustainable relationships and engage customers by offering exceptional customer service
Follow communication scripts and procedures
Handle customer inquiries both telephonically and in writing
Verify customer identity per bank policy
Identify and clarify customers’ needs using active listening
Route calls to appropriate resources when necessary
Research required information using available resources
Provide customers with product and service information and seize opportunities to offer additional products or services when they arise
Follow up customers calls when necessary
Manage and resolve customer complaints
Identify and escalate unresolved or priority issues to appropriate personnel in a timely manner
Update job knowledge by participating in educational opportunities
Actively use bank products to improve knowledge and performance level
Maintain required databases by entering information
Enter customer information into bank systems and forms
Keep equipment operational by following established procedures and reporting malfunctions
Assist Personal Teller Machine (PTM) customers with basic teller functions via webcam including deposits, withdrawals, transfers, loan payments, and cashing checks
Verify customer identity per bank policy
Identify when holds must be placed on checks and process them appropriately
Fill in and provide responses to verification requests
Monitor reports for appropriate account withdrawal signatures when required
Review submitted file maintenance documentation
Gather missing documentation as needed
Scan physical documents for optical safekeeping
Review scanned documents for correct filing prior to purge of physical document
Review and approve or reject checks presented through mobile deposit
Identify when holds must be placed on checks and process them appropriately
Qualification
Required
High School Diploma or equivalent
General banking or contact center experience preferred
Basic computer experience including Microsoft Word, Excel, and database knowledge along with proficient typing skills
Excellent verbal and written communication skills, including the ability to effectively compose original correspondence and verbally exchange information with customers, clients, and other employees of the organization
Excellent customer service skills including the ability to interpret the needs of customers and effectively resolve any problems to ensure complete satisfaction
Basic math skills, including the ability to calculate fractions, decimals, and percentages
Ability to apply common sense understanding to carry out verbal and written instructions and deal with standardized and unique situations
Interpersonal and problem-solving skills are required
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form
Preferred
General banking or contact center experience preferred
Company
Southern Michigan Bank & Trust
Southern Michigan Bank & Trust is a community bank providing personal financial services to its customers.
Founded in 1872
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
$30M2021-04-16Debt Financing· $30M
Leadership Team
John Waldron
President and CEO
Angela Valdez NaDell
First VP, Chief People Officer
Recent News
Southern Michigan Bancorp Inc
2025-10-31
2025-10-30
Southern Michigan Bancorp Inc
2025-07-23
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