Customer Care Specialist I

First Merchants Corporation; Daleville (IN); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Base Pay PLUS Bonuses

Medical, Dental and Vision Insurance

401k

Health Savings and Flexible Spending

Vacation/Sick Time

Paid Holidays

Paid Parental Leave

Tuition Reimbursement

Additional Benefits

Job summary

First Merchants Bank is seeking a Customer Care Specialist I to join our team. This position requires a high performing, knowledgeable team member who can identify and respond to customer needs while delivering an experience that exceeds expectations.

Responsibilities include handling calls, de-escalating issues, guiding customers through troubleshooting, reviewing accounts, and collaborating with teammates to enhance service. Banking experience is preferred.

Qualifications

• High school diploma or GED is required.
• At least 1 year of experience in a customer service role.
• Banking or financial services experience is preferred.

Responsibilities

• Handle customer calls and provide accurate, satisfactory answers to queries.
• De-escalate difficult customer situations with patience and empathy.
• Guide callers through troubleshooting and using the bank's products and services.
• Review customer accounts and provide updates on various topics.
• Collaborate with team members and leadership to improve service quality.
• Support bank sales initiatives by cross-selling products and referring customers as needed.

Skills

Customer Service

Communication

Problem Solving

Education

High School Diploma or GED

Job description

First Merchants Bank is seeking a Customer Care Specialist I to join our team! This position will be a high performing and knowledgeable team member who can identify and respond to the customer’s needs and provide an experience that exceeds the customer’s expectations.

Essential Duties And Responsibilities

• Handle Customer calls and provide accurate, satisfactory answers to queries and concerns.
• De-escalate situations involving dissatisfied customer, offering patient assistance and support.
• Guide callers through troubleshooting, navigating the company site or using the company’s products and services.
• Review customer or client accounts and provide updates and information about a variety of subjects.
• Collaborate with other team members and leadership to improve customer service.
• Actively participate in a whole bank sales initiatives by seeking opportunities to cross-sell bank products, make customer referrals in response to identified customer needs and other activities to support scorecard goals.
• Utilize the system to proactively recommend prompted products and service to the customer.
• Be knowledgeable of all bank products and support the whole bank by making partner referrals.
• Exhibit strong customer service skills and professionalism including:
• Strong communication, both written and verbal.
• Great active listening skills.
• Exceptional interpersonal and rapport building skills.
• A patient and empathetic attitude.
• Strong time management and organizational skills.
• Adaptability and flexibility.
• Comfortable working in a fast-paced environment.
• Strong computer literacy and phone skills.

To be successful in this position, we require the following:

• High school diploma or equivalent (GED).
• One (1) year of experience in a customer service role.

Preferred Requirements

• Experience in banking or financial services.

First Merchants Offers The Following

• Base Pay PLUS Bonuses
• Medical, Dental and Vision Insurance
• 401k
• Health Savings and Flexible Spending Accounts
• Vacation/Sick Time
• Paid Holidays
• Paid Parental Leave
• Tuition Reimbursement
• Additional Benefits

A Little About Us

First Merchants is guided by a genuine philosophy of being a meaningful place to work and having a prosperous impact across all walks of life throughout the communities we serve, including consumers, businesses and other organizations. Our Vision, Mission and Team statement reflect and reinforce that authentic service philosophy.

Our Vision Is

To enhance the financial wellness of the diverse communities we serve.

Our Mission Is

To be the most responsive, knowledgeable, and high-performing financial organization for our clients, teammates, and shareholders.

Our Team

"We are a collection of dynamic colleagues with diverse experiences and perspectives who share a passion for positively impacting lives. We are genuinely committed to attracting and engaging teammates of diverse backgrounds. We believe in the power of inclusion and belonging."