Remote Banking Customer Experience Specialist

Midwest BankCentre; St. Louis (MO); Hybrid; USD 38,000 - 54,000; Full time

Job summary

Midwest BankCentre is seeking a Customer Engagement Center Specialist to deliver exceptional service across phone, video, and digital channels, including ITMs and Banno tools. You will educate customers on digital banking and assist with onboarding and maintenance, while maintaining compliance and quality metrics.

The ideal candidate has 1+ years in banking or customer service, strong communication, bilingual English/Spanish preferred, and comfort guiding customers through technology in a

Qualifications

• 1+ years 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; associate’s or bachelor’s 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

Responsibilities

• 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 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 Video Teller in support of our ITM fleet.
• Support Digital Branch/Bank's day to day operations.
• Handle/Conduct various fraud prevention activities.
• Build awareness of products and services, and identify customer needs to capitalize on referral opportunities.
• Think and act independently and demonstrate the ability to work individually as well as a member of a team.
• Prioritize duties, work under time constraints, handle multiple tasks, and work independently while remaining flexible to changing priorities and assignments.
• Meet and exceed bank service and telephone standards to provide excellent customer service.
• Participate in various outbound calling activities.
• Follow through on daily, weekly, and monthly tasks as part of a team
• Follow policies and procedures, maintain accuracy

Skills

Exceptional communication skills

Bilingual (EN/ES)

Relationship-building

Multitasking

Digital tools

Education

High school diploma or equivalent

Associate's or Bachelor's degree preferred

Tools

CRM

Digital onboarding

Core banking systems

Job description

Midwest BankCentre is seeking a Customer Engagement Center Specialist to deliver exceptional service across phone, video, and digital channels, including ITMs and Banno tools. You will educate customers on digital banking and assist with onboarding and maintenance, while maintaining compliance and quality metrics.

The ideal candidate has 1+ years in banking or customer service, strong communication, bilingual English/Spanish preferred, and comfort guiding customers through technology in a