Job Details

Macatawa Bank is a true local, community bank.  We couple best-in-class financial products, state-of-the-art technology, extraordinary service and fair prices to help our local community partners grow and prosper. 

The Service Center Specialist is responsible to provide outstanding customer service to all internal and external customers. Offer first line assistance for debit card and internet banking problems.

Schedule:   Week 1:      Mon-Fri(8am-5pm)
                     Week 2:     Mon,Tue,Th, F(8am-6pm), Sat(9am-1pm) 

We are seeking someone to perform the following:

• Professionally answer incoming calls from external customers.
• Assist Branch/Department staff with problem resolution.
• Each full time representative answers on average 80-100 calls per day on a wide variety of topics.
  • For example:
    • Balance Inquiries
    • Funds transfers
    • Account history
    • Debit card problems
    • Retail/Business internet banking issues
    • Loan inquiries
    • Outside solicitations
• Route other calls in a manner appropriate with department procedure
• Investigate customer inquiries and respond in a timely manner
• Ability to handle heated customer calls and resolve issues in a manner beneficial to both customer and bank.
• Aptitude to make good decisions in stressful situations
• Offer first line problem resolution to debit card and internet banking issues
• Proficient at continual multi tasking
• Explain bank services and fees; assist customers in changing to correct products
• Focus on maintaining customer relationships through cross selling of bank products and services
• Follow proper policies and procedures for reordering and maintenance of debit cards
• Respond to customer emails
• Load and verify all gift cards sold
• Process verification of deposits
• Return customer calls left while bank is closed

The candidate must have:

• High school education
• Superior and professional customer service abilities
• 1 to 3 years specific customer service experience in a banking environment