About this position

Customer Care Specialist

Magnolia Bank is a community bank that has served the surrounding area for over 100 years. Our footprint includes banking centers located in Central Kentucky, mortgage offices throughout the U.S. and over 300 employees. We hold ourselves to the highest standard when it comes to providing excellent customer experience through our personal way and the nurturing of our employees' personal and professional growth. We keep a fun, friendly and engaging atmosphere all while living the Magnolia Values of Honesty, Integrity, Confidentiality, Excellence and Professionalism every day. Magnolia Bank is a customer focused bank that empowers, encourages, and engages our employees. Being Adaptive and Innovative is one of the main reasons Magnolia Bank continues to prosper.

We are currently seeking applicants for a Customer Care Specialist.

Key objectives include:

Delivering exceptional customer experiences
Answering incoming phone calls
Resolving inquiries
Providing accurate information about banking products, services, and account details
Serving as a relief teller on the Teller Line, including Saturday shifts
Performing various administrative support tasks

The Customer Care Specialist should be familiar with the Bank's deposit products and services, policies, and procedures. They are expected to model the Bank's Mission, Purpose & Values as they serve customers.

Expectations:

Provide outstanding service
Answer incoming phone calls in a professional and courteous manner
Respond to customer inquiries and address customer concerns
Troubleshoot and resolve a variety of customer issues or escalate as needed; collaborate with other departments as needed to provide resolution
Provide information about bank products and services, including deposit products, referrals for loans, and online/mobile banking
Perform some levels of maintenance to customer and deposit account records
Transition callers from a phone request to in-person services when applicable; ensure a seamless continuation of their banking experience
Adhere to bank policies, procedures, and regulatory requirements
Maintain and grow knowledge of Bank deposit account products and related services
Identify opportunities to grow customer banking relationships and offer suggestions for additional products and services
Actively participate in training classes (in-person and online) to grow knowledge and stay current with banking systems and procedures
Accurately perform and process teller transactions using teller system; accurately maintain and balance cash drawer.
Miscellaneous administrative duties such as ordering checks, research, preparing reports, special projects, etc.
Perform other duties as assigned

Required Education, Experience & Skills:

Basic understanding of banking regulations related to deposits
Basic knowledge of bank deposit products and related services
Dedication to delivering excellent customer experiences
Professionalism in conduct, communication and appearance
Proven decision-making skills (sound judgment) based on the available information
Positive attitude; team-oriented
Excellent verbal communication and listening skills
Good interpersonal skills; outgoing and friendly personality
Accuracy, attention to detail, problem solving and organizational skills
Ability to multi-task and work in a fast-paced environment
Proficiency in Windows-based systems and banking software systems
High school diploma or GED

This position reports to SVP of Retail Banking and/or Senior Customer Care Specialist.

If you want a place to work with opportunities to grow and a place that feels like home-come join us!