Customer Engagement Specialist - Technology & Digital Support

Are you a tech‑savvy problem solver who loves helping others succeed? Merchants Bank is seeking a Customer Engagement Specialist – Technology & Digital Support to join our Customer Engagement Center team. This role is perfect for someone who enjoys troubleshooting digital tools, supporting system enhancements, and helping both customers and colleagues navigate technology with confidence.

If you’re energized by improving digital experiences and providing exceptional service, we’d love to have you on our team!

Schedule

• Monday–Friday schedule between 7:15am–6:00pm
• Saturday morning rotation
• Occasional overnight meetings/testing for updates to online banking tools (advance notice provided)

Merchants Bank offers competitive wages and benefits for our full-time employees including health, dental, life, disability and vision insurance; flexible spending accounts, 401(k) and ESOP retirement plans; bonus plan; paid time off; tuition reimbursement; and a variety of voluntary supplemental insurance options.

Please click on Apply Now or apply in person at Merchants Bank, Winona (102 E 3^rd Street). Questions can be emailed to hr@merchantsbank.com. Merchants Bank is an Equal Opportunity Employer of women, minorities, protected veterans and individuals with disabilities.

What You’ll Do

Technology Systems Support & Administration

• Serve as a primary resource for the operation, maintenance, and troubleshooting of Customer Engagement Center technology platforms and digital banking systems.
• File, track, and manage support tickets with vendor partners to report system degradations, outages, or performance issues.
• Complete system testing, including overnight upgrade testing, ensuring full functionality, accuracy, and readiness for staff prior to launch.
• Support Digital Solutions Officer with technology conversions, upgrades, pilot programs, and system enhancements.
• Oversee the team’s completion of testing requirements and verify full digital product knowledge across the department.
• Ensure the department has the proper hardware, software, and equipment to maintain optimal productivity.

Training & Staff Development

• Provide ongoing training, coaching, and mentoring to team members on new and existing technology systems, workflows, and digital solutions.
• Develop and communicate clear instructions for system updates, procedural changes, and digital channel enhancements.
• Ensure staff have the tools, knowledge, and confidence to deliver support to internal and external customers with accuracy, security, and consistency.

Customer & Internal Support

• Guide customers through troubleshooting digital tools, including online banking, mobile applications, password resets, and device configuration.
• Research, analyze, and resolve customer issues using multiple systems; determine appropriate solutions; and escalate or de‑escalate situations as needed.
• Explain, promote, and enroll customers in self‑service digital products.
• Accurately diagnose needs and identify opportunities to deepen customer relationships through cross‑selling or referrals.

Operations, Reporting & Compliance

• Maintain thorough knowledge of applicable policies, procedures, and regulatory requirements.
• Maintain excellent fraud prevention knowledge and assist with fraud‑related requests, reporting, and mitigation activities.
• Prepare reports, extract data, and make system entries as needed to support operations and Risk functions.
• Complete workflow requests and communicate internal digital process changes.
• Participate in meetings and serve as a departmental representative on technology‑related projects.
• Perform additional duties as assigned to support departmental and organizational needs.

What You Bring

• 2 years of banking experience and 2 years of call center experience.
• Strong technical aptitude with proficiency in PCs, mobile devices, and multi‑system navigation.
• Knowledge of banking systems and digital products; ability to learn new platforms quickly.
• Clear, user‑friendly communication skills—both verbal and written.
• Excellent problem‑solving, organizational, and analytical abilities.
• Ability to train, motivate, and support employees in adopting new technologies.
• Strong customer service skills with professionalism, empathy, and urgency.
• Willingness to explore and adopt new technology solutions.

Working Conditions

• Indoor office environment with moderate to high noise levels due to call center activity.
• Primarily phone‑based customer contact; minimal in‑person interaction.
• Occasional overnight system testing (approx. two hours) with prior notice.

Physical & Mental Demands

• Primarily seated work with the option to stand.
• Minimal lifting (up to 15 lbs.).
• Extensive computer use requiring good hand–eye coordination.
• Requires strong reasoning ability and the capacity to communicate professionally via phone and digital channels.

Relationships

Reports to the Customer Engagement Manager and collaborates closely with Retail Banking, Loan Servicing, Operations, and Information Technology teams.

Salary : $26 - $31