Client Care Specialist II

Old National Bank•Evansville, IN

6d•$17 - $30

About The Position

The Client Care Specialist is responsible for supporting clients and ensuring a high level of quality and efficient service. The role requires courtesy, respect, professionalism, and accuracy when handling a variety of customer inquiries and issues, while adhering to policies and procedures to mitigate risk to the bank and its clients. The specialist answers client phone inquiries, identifies client needs, educates clients about relevant bank products, routes inquiries outside Client Care guidelines to appropriate support areas, and follows up on complaints to ensure client satisfaction. The position also involves identifying suspicious transactions or activity, recognizing policy and procedure concerns, maintaining in-depth knowledge of retail services and products, and participating in team meetings and training. The role may require varied hours and days, including occasional overtime based on business needs.

Requirements

High school diploma or equivalent.
Excellent verbal and written communication skills.
Experience communicating through online channels such as chat and email.

Nice To Haves

Prior customer service experience.
Bilingual communication skills.

Responsibilities

Adhere to bank policies and procedures.
Answer client phone inquiries with courtesy, respect, professionalism, and accuracy.
Use effective telephone skills to discover clients’ needs and educate them about bank products that may better serve them.
Route calls efficiently to the appropriate support area when inquiries are outside Client Care guidelines.
Follow up on client complaints and ensure client satisfaction.
Identify suspicious transactions or activity and report it immediately.
Recognize concerns related to policies and procedures and help drive effective change.
Acquire and maintain in-depth knowledge of retail services and products.
Participate in team meetings and training.
Meet or exceed department service goals.