Client Care Specialist II

Old National Bank•Evansville, IN

About The Position

The Client Care Specialist supports clients by providing high-quality, efficient service and handling a variety of inquiries and issues with courtesy, respect, professionalism, and accuracy. The role requires adherence to bank policies and procedures to mitigate risk to the bank and its clients, and a thorough knowledge of retail services and products. The position involves answering client phone inquiries, identifying client needs, educating clients about relevant bank products, routing inquiries outside Client Care guidelines, and following up on complaints to ensure client satisfaction. Team members participate in meetings and training and may be required to work varied hours or days, including occasional overtime, based on business needs. Punctual and consistent attendance is an essential expectation. The stated hourly salary range is $17.00 to $29.75. Actual offers may vary based on responsibilities, skills, experience, education, and geographic location.

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 client needs and educate clients about bank products that may better serve them.
Route calls efficiently to the appropriate support area when an inquiry is outside Client Care guidelines.
Follow up on client complaints and ensure client satisfaction.
Identify suspicious transactions or activity and report it immediately.
Proactively 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 service goals set by the department.
Maintain punctual and consistent attendance and be available to perform essential functions when scheduled.