About the Job
Position Title: Customer Care Specialist I
Location: Remote – Illinois
Time Type: Full-Time
Req ID: JR1176-Remote_Illinois
At Midland States Bank, we’re proud to be different. Our bright orange signs reflect our heartfelt and personalized approach. We focus on meeting every customer’s needs with the brightest solutions. For more than 140 years, we’ve served customers with dedication and follow-through, going beyond traditional banking.
We empower communities, continuously invest in employees, and pursue brighter futures for all. Our humble ambition keeps us growing, innovating, and optimizing our services to remain unique—providing strength customers can count on and heart they can feel.
Compensation and Benefits
Base salary is one component of our Total Rewards program. Exact compensation is determined by factors such as education, skills, internal equity, and experience. This position offers additional compensation in the form of short-term incentives (bonus and/or commission) and may include long-term incentives (stock awards).
Benefits include:
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Comprehensive healthcare and well-being benefits
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Paid family leave
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Generous paid time off
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Banking perks
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Employee Stock Purchase Plan
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401(k) plan with company match
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Opportunity to participate in the Non-Qualified Deferred Compensation plan (eligibility required)
Position Summary
This position provides quality customer service via the telephone. The Customer Care Specialist ensures customers receive excellent service by answering questions, resolving problems, and processing requests related to a wide variety of banking needs.
Work Schedule
This position follows a set schedule of 10:00 AM to 7:00 PM, providing consistent hours that allow for coverage during peak business needs.
Primary Accountabilities
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Answer inbound banking-related calls routed to Midland States Bank, resolving questions or transferring to the appropriate representative.
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Perform outbound courtesy calls to inform customers about related products and services.
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Explain features and benefits of Midland States Bank products and services to recommend appropriately.
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Identify cross-sale opportunities and refer to sales staff.
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Possess solid understanding of fees and escalation procedures.
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Use all systems to retrieve and maintain key account information, track and resolve customer account issues.
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Provide high-quality service using excellent telephone etiquette.
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Process research requests, coordinate solutions with other departments, and deliver results to customers within established timeframes.
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Make adjustments, corrections, and changes to records within defined authority or escalate per the authority matrix.
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Maintain a working understanding of, and comply with, applicable banking regulations and policies.
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Meet service standard requirements set by the Customer Care Manager.
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Travel occasionally for training and team meetings as needed.
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Work in a Midland office periodically to ensure collaboration and support of internal and external customers.
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Maintain compliance with all applicable regulations including the Bank Secrecy Act (BSA).
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Perform other duties as assigned.
Position Qualifications
Education/Experience
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Associate’s degree in a business-related field (Bachelor’s degree strongly preferred).
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Two or more years of customer service experience.
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Equivalent combination of education, experience, and training may be considered.
Competencies
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Business insight
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Cultivates innovation
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Drives results
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Makes sound decisions
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Being a brand champion
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Collaborates
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Communicates effectively
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Customer focus
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Being authentic
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Emotional intelligence
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Self-development
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Flexibility and adaptability
Related Jobs
Equal Opportunity Employer
At Midland States Bank, we believe that bringing our whole selves to work makes us happier, more comfortable, and more confident to do great things for our customers, our colleagues, and our company. We are proud to be an Equal Opportunity and Affirmative Action employer. We recruit, employ, train, compensate, and promote without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
If you require reasonable accommodation in completing this application, interviewing, completing pre-employment testing, or participating in the employee selection process, please contact Midland States Bank Human Resources at HR@midlandsb.com.
This job description does not constitute a contract for employment.
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