Client Support Specialist

Merchants Bank of Indiana; Carmel (IN); On-site; USD 32,000 - 52,000; Full time

Benefits offered by this job

Health

Vision

Dental

401K

ESOP

100% Tuition Assistance

4 weeks paid time off

Job summary

Merchants Bank of Indiana is seeking a Client Support Specialist to serve as the first point of contact for customer inquiries across multiple channels. You will research and provide accurate account information using multiple systems while upholding professionalism and service quality.

The role emphasizes empathy, accuracy, and timely responses, with opportunities to guide customers through troubleshooting and product use.

Qualifications

• Two years of customer service and/or banking experience preferred.
• Strong verbal and written communication and interpersonal skills.
• Active listening with an empathetic, customer-focused approach.
• Strong organizational skills, basic math, and accuracy.
• High school diploma or GED required.
• Proficient with basic computer apps including Microsoft Office and Outlook and able to learn new software.

Responsibilities

• Respond to inbound customer inquiries in a timely manner and meet service levels.
• Resolve customer issues on first contact when possible; escalate when needed.
• Document customer interactions in designated systems for continuity and audit readiness.
• Maintain compliance with bank policies and regulatory requirements (including BSA/AML).
• Provide back-up operational support for branch staff to ensure continuity of service.
• Guide customers through troubleshooting, website navigation, and use of company products and services.
• Demonstrate clear communication and empathy to enhance customer experience.

Skills

Customer service experience

Verbal and written communication

Active listening

Empathetic approach

Organizational skills

Basic math

Microsoft Office / Outlook

Education

High school diploma or GED

Tools

Microsoft Office

Outlook

Job description

The Client Support Specialist serves as the first point of contact for customer inquiries across multiple channels. The role operates in a highly collaborative environment and is responsible for processing and responding to existing and prospective customer inquiries, leveraging multiple systems to research and provide accurate account information. The Client Support Specialist represents the organization with professionalism, accuracy, and a genuine commitment to resolving customer needs.

Expected Outcomes:

• Responds to inbound customer inquiries in a timely manner while meeting established service-level expectations.
• Resolves customer issues accurately on the first contact when possible and escalates appropriately when additional support is required.
• Documents customer interactions and outcomes clearly and consistently in designated systems to ensure continuity of service and audit readiness.
• Maintains compliance with applicable bank policies, procedures, and regulatory requirements (including BSA/AML, as applicable to assigned responsibilities).
• Contributes to a positive customer experience by communicating clearly, demonstrating empathy, and representing the organization professionally.

After one year as a Client Support Specialist, you will be able to do the following confidently and independently…

• Handles inbound and outbound customer interactions (e.g., phone, email, online chat, and secure messaging) in accordance with service standards.
• Listens to customer needs, identifies the root issue, and provides accurate and helpful solutions.
• Guides customers through troubleshooting, website navigation, and use of company products and services.
• Reviews customer accounts as needed to research issues, provide information, and support resolution.
• Adheres to bank policies and procedures, audit, and compliance guidelines, and required training in a timely manner.
• Provides back-up operational support for branch staff, as assigned, to ensure continuity of customer service.

What we are looking for…

• Two years of customer service and/or banking experience is preferred.
• Demonstrates strong verbal and written communication skills and effective interpersonal skills.
• Applies active listening skills and maintains an empathetic, customer-focused approach.
• Demonstrates strong organizational skills, basic math proficiency, and a consistent focus on accuracy and timeliness.
• Requires a high school diploma or GED from an accredited institution.
• Is proficient with basic computer applications (including Microsoft Office and Outlook) and demonstrates the ability to learn and use new software effectively in a professional environment.

Our Benefits:

• Health
• Vision
• Dental
• 401K
• ESOP
• 100% Tuition Assistance
• 4 weeks paid time off
• plus a few more