Client Support Specialist

Merchants Bank IN; Carmel (IN); On-site; USD 42,000 - 60,000; Full time

Benefits offered by this job

Medical, dental and vision coverage

401(k) and ESOP participation

Generous paid time off

Wellness resources

Tuition Assistance Program (100% cover

Job summary

Merchants Bank IN in Carmel, 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, representing the bank with professionalism and a focus on resolving customer needs.

The role emphasizes collaboration, compliance with bank policies, and a commitment to customer satisfaction.

Qualifications

• Two years of customer service and/or banking experience preferred.
• Demonstrates strong verbal and written communication skills.
• Applies active listening skills with an empathetic, customer-focused approach.
• Demonstrates strong organizational skills and basic math proficiency.
• Requires a high school diploma or GED.

Responsibilities

• Respond to inbound customer inquiries via phone, email, chat, and secure messaging.
• Resolves customer issues accurately on the first contact when possible and escalates when needed.
• Documents customer interactions and outcomes clearly in designated systems for continuity and audit readiness.
• Maintains compliance with bank policies, procedures, and regulatory requirements (including BSA/AML).
• Provides back-up operational support for branch staff to ensure continuity of service.
• Guides customers through troubleshooting, website navigation, and product usage.
• Reviews customer accounts as needed to research issues and support resolution.

Skills

Customer service

Banking experience

Communication skills

Active listening

Organizational skills

Basic math

MS Office

Education

High school diploma or GED

Tools

Microsoft Office

Outlook

Job description

Job Type

Full-time

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.

Requirements

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

• medical, dental and vision coverage


• 401(k) and Employee Stock Ownership Plan (ESOP) participation


• generous paid time off


• wellness resources


• a standout Tuition Assistance Program that covers 100% of eligible tuition expenses, as well as required books and materials

Whether you're advancing your education, growing your career, or planning for the future, we're committed to supporting your success every step of the way.

About Merchants

Ranked as a top performing U.S. public bank by S&P Global Market Intelligence, Merchants Bancorp is a diversified bank holding company headquartered in Carmel, Indiana operating multiple segments, including Multi-family Mortgage Banking that offers multi-family housing and healthcare facility financing and servicing; Mortgage Warehousing that offers mortgage warehouse financing; and Banking that offers retail and correspondent residential mortgage banking, agricultural lending, and traditional community banking. Merchants Bancorp, with $18.8 billion in assets and $11.9 billion in deposits as of December 31, 2024, conducts its business primarily through its direct and indirect subsidiaries, Merchants Bank of Indiana, Merchants Capital Corp., Merchants Capital Investments, LLC, Merchants Capital Servicing, LLC, Merchants Asset Management, LLC, and Merchants Mortgage, a division of Merchants Bank of Indiana.

Merchants Bank and Merchants Capital have recently been honored with the 2025 USA Today Top Workplaces recognition, ranking 22nd nationally within the 500-999 employee category. This is the second year that Merchants has been recognized with this award. These accolades build on our strong history of workplace recognition, including being named a Best Place to Work in Indiana for seven consecutive years (2016–2022). For more information read the entire article here.

Notice of AI Use in Job Application Review

As part of our commitment in creating a fair, efficient, and consistent hiring process we may use artificial intelligence (AI) to help our recruiting teams organize, summarize, and analyze information provided by candidates, including resumes, application responses, and other materials submitted during the application process. AI may be used to identify patterns, highlight relevant skills, and experience, and assist in comparing a candidate’s qualifications with the requirement of a specific role. These tools are to improve efficiency and consistency while supporting more informed hiring decisions, which will ultimately be made by the hiring team.