Client Support Specialist

Merchants Bank of Indiana • Carmel, IN

12h

About The Position

The Client Support Specialist is the first point of contact for customer inquiries across multiple channels. In a highly collaborative environment, the specialist processes and responds to inquiries from existing and prospective customers, using multiple systems to research and provide accurate account information. The role represents the organization professionally and focuses on resolving customer needs.

The specialist handles inbound and outbound interactions by phone, email, online chat, and secure messaging; listens to customers, identifies issues, and provides accurate solutions; and guides customers through troubleshooting, website navigation, and the use of company products and services. The role also involves reviewing accounts to research and resolve issues, documenting interactions and outcomes in designated systems, and escalating cases when needed. The specialist follows bank policies, procedures, audit and compliance guidelines, including BSA/AML requirements as applicable, and may provide backup operational support to branch staff as assigned.

Requirements

• High school diploma or GED from an accredited institution.
• Strong verbal and written communication skills and effective interpersonal skills.
• Active listening skills and an empathetic, customer-focused approach.
• Strong organizational skills, basic math proficiency, and consistent attention to accuracy and timeliness.
• Proficiency with basic computer applications, including Microsoft Office and Outlook, and ability to learn and use new software in a professional environment.

Nice To Haves

• Two years of customer service and/or banking experience is preferred.

Responsibilities

• Respond to inbound customer inquiries promptly and meet established service-level expectations.
• Resolve customer issues accurately on first contact when possible and escalate them when additional support is needed.
• Document customer interactions and outcomes clearly and consistently in designated systems.
• Handle inbound and outbound customer interactions by phone, email, online chat, and secure messaging in accordance with service standards.
• Listen to customers, identify root issues, and provide accurate and helpful solutions.
• Guide customers through troubleshooting, website navigation, and use of company products and services.
• Review customer accounts as needed to research issues, provide information, and support resolution.
• Follow bank policies, procedures, audit and compliance guidelines, and required training, including applicable BSA/AML requirements.
• Provide backup operational support for branch staff as assigned.
• Communicate clearly and empathetically while representing the organization professionally.

Benefits

• Medical coverage
• Dental coverage
• Vision coverage
• 401(k)
• Employee Stock Ownership Plan (ESOP) participation
• Generous paid time off
• Wellness resources
• Tuition Assistance Program covering 100% of eligible tuition expenses and required books and materials

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED