Client Care Supervisor

Old National Bank • Evansville, IN

8d

About The Position

Old National Bank has been serving clients and communities since 1834. With over $70 billion in total assets, we are a regional powerhouse deeply rooted in the communities we serve. As a trusted partner, we thrive on helping our clients achieve their goals and dreams, and we are committed to social responsibility and investing in our communities through volunteering and charitable giving. We continually seek highly motivated and talented individuals as our people are critical to our success. In return, we offer competitive compensation with our salary and incentive program, in addition to medical, dental, and vision insurance. 401K, continuing education opportunities and an employee assistance program are also included in our benefit suite. Old National also offers a variety of Impact Network Groups led by team members who are passionate about driving engagement, creating awareness of diverse backgrounds and experiences, and building inclusion across the organization. We offer a unique opportunity to join a growing, community and client-focused company that is firmly rooted in its core values. This role leads a team responsible for handling inbound client interactions related to Old National products and services, ensuring a positive and consistent client experience. The position is accountable for team performance through effective coaching, timely feedback, and a focus on quality, efficiency, and service standards. The leader supports the development and engagement of team members, addresses performance and conduct issues as needed, and participates in hiring to build a strong, capable team. The role also manages escalated client concerns, resolves service issues, and ensures appropriate documentation and adherence to standards. This is a salaried position with core hours of Monday – Friday, 8am to 4:30pm, and a monthly rotation for a Saturday shift (7am to noon).

Requirements

• College degree preferred
• 7+ years of relevant experience with 2-3 years supervisory experience in a contact center environment
• Experienced in coaching for performance and utilization of SMART goals
• Ability to prioritize and handle multiple tasks in a fast paced and complex atmosphere
• Desire to learn, work, and manage within designated financial service platforms
• Possess good working knowledge of banking concepts and back-office operations
• Knowledge of contact center functions and delivery of strong Customer Service
• Positive attitude and value-based outlook
• Strong written and verbal communication skills are required
• Proficient in Microsoft Office

Responsibilities

• Provide direct oversight of daily inbound operations supporting Old National products and services.
• Support escalated interactions, research client complaints, and address instances of poor service.
• Document client and associate interactions requiring future reference.
• Support and educate clients and team members on Old National products and services.
• Address situations involving conflict and sensitivity with professionalism and discretion.
• Own accountability for meeting team performance measurements.
• Deliver timely feedback related to quality and efficiency.
• Coach team members to individual needs and identify or provide additional training when required.
• Monitor performance trends and reinforce service and quality standards.
• Drive the growth and development of team members through ongoing coaching and support.
• Address all disciplinary situations in a timely manner in partnership with HR.
• Conduct interviews and make hiring recommendations to support staffing initiatives.

Benefits

• competitive compensation with our salary and incentive program, in addition to medical, dental, and vision insurance
• 401K
• continuing education opportunities
• employee assistance program

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 501-1,000 employees