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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