Client Support Specialist

Merchants Bank IN; Indianapolis (IN); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Health insurance

Vision plan

Dental plan

401K

ESOP

Tuition assistance (100%)

4 weeks paid time off

Job summary

Merchants Bank IN is seeking a Client Support Specialist to be the first point of contact for customer inquiries across multiple channels. The role emphasizes professionalism, accuracy, and a commitment to resolving customer needs.

You will research and provide accurate account information using multiple systems while upholding bank standards. The position requires strong communication, organizational skills, and a customer-focused approach, with opportunities to support branch operations and

Qualifications

• Two years of customer service and/or banking experience preferred.

Responsibilities

• Responds to inbound customer inquiries in a timely manner and meets service-level expectations.
• Resolves customer issues accurately on 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).
• Contributes to a positive customer experience by communicating clearly, showing empathy, and representing the organization professionally.
• Provides back-up operational support for branch staff to ensure continuity of service.

Skills

Customer service

Banking experience

Verbal communication

Written communication

Active listening

Organizational skills

Math proficiency

Education

High school diploma or GED

Tools

Microsoft Office

Job description

Description

Job Type: Full-time

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

• 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

• 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.

Benefits

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