Client Care Specialist II

Old National Bank•Evansville, IN

1d•$17 - $20•Onsite

About The Position

Old National Bank is looking to fill the position of Client Care Specialist. The Client Care Specialist is responsible for supporting clients to ensure a high level of quality and efficient service is provided. Team member must possess a high degree of courtesy, respect, professionalism, and accuracy while handling a variety of customer inquiries and/or issues. Team member must adhere to policies and procedures to mitigate risk to the bank and to our clients. Position is onsite in Evansville, IN (600 N. Royal Ave) Hours: Monday - Friday - 9:00 a.m. – 6:00 p.m. CT Saturday - 7:00 a.m. - 12 p.m. CT Salary Range The salary range for this position is $17.00/hr. - $20.00/hr.. The base salary indicated for this position reflects the compensation range applicable to all levels of the role across the United States. Actual salary offers within this range may vary based on a number of factors, including the specific responsibilities of the position, the candidate’s relevant skills and professional experience, educational qualifications, and geographic location. Key Accountabilities Adhere to bank policies and procedures. Ensure all client phone inquiries are answered with a high degree of courtesy, respect, professionalism, and accuracy. Utilize effective telephone skills to focus on discovering clients’ needs and educating them on bank products that will better serve them. Efficiently route calls to the appropriate support area if the inquiry is outside of Client Care guidelines. Follow up on client complaints and ensure client satisfaction. Identify suspicious transactions or activity and report such activity immediately. Be proactive to recognize concerns related to policy and procedure to drive effective change. Acquire and maintain in-depth knowledge of retail services and products. Participate in team meetings and training. Position requires the need to work varied hours/days including occasional overtime due to business needs. Team members must be available to perform the essential functions of the role whenever they are scheduled to work. Punctual and consistent attendance is an essential responsibility and expectation of all team members. Key Competencies for Position Personifies ONB Culture: Consistently demonstrates Old National's culture and values in daily interactions. Delights Clients: Continuously seeks and applies knowledge leading to a best-in-class client experience. Passionately serves internal/external clients with excellence. Nurtures client relationships by listening, prioritizing, and acting responsibly to meet client needs and mitigate risks. Qualifications and Education Requirements High School diploma or equivalent. Prior customer service experience preferred. Excellent verbal/written communication skills. Experience communicating through online channels such as chat and email. Bilingual communication skills helpful, but not necessary. Key Measures of Success/Key Deliverables: Reduced risk to the bank and our clients. Stronger client relationships. Overall understanding of the Call Center’s role and impact in the organization. Meet or exceed service goals set by the department. Old National is proud to be an equal opportunity employer focused on fostering an inclusive workplace and committed to hiring a workforce comprised of diverse backgrounds, cultures and thinking styles. As such, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, status as a qualified individual with disability, sexual orientation, gender identity or any other characteristic protected by law. We do not accept resumes from external staffing agencies or independent recruiters for any of our openings unless we have an agreement signed by the Director of Talent Acquisition, SVP, to fill a specific position. Our culture is firmly rooted in our core values. We are optimistic. We are collaborative. We are inclusive. We are agile. We are ethical. We are Old National Bank. Join our team!

Requirements

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

Nice To Haves

Prior customer service experience preferred.
Bilingual communication skills helpful, but not necessary.

Responsibilities

Adhere to bank policies and procedures.
Ensure all client phone inquiries are answered with a high degree of courtesy, respect, professionalism, and accuracy.
Utilize effective telephone skills to focus on discovering clients’ needs and educating them on bank products that will better serve them.
Efficiently route calls to the appropriate support area if the inquiry is outside of Client Care guidelines.
Follow up on client complaints and ensure client satisfaction.
Identify suspicious transactions or activity and report such activity immediately.
Be proactive to recognize concerns related to policy and procedure to drive effective change.
Acquire and maintain in-depth knowledge of retail services and products.
Participate in team meetings and training.
Position requires the need to work varied hours/days including occasional overtime due to business needs.
Team members must be available to perform the essential functions of the role whenever they are scheduled to work.
Punctual and consistent attendance is an essential responsibility and expectation of all team members.