Client Support Specialist

Merchants Bancorp • Carmel, IN

2d

About The Position

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

The role handles inbound and outbound customer interactions by phone, email, online chat, and secure messaging; identifies customer needs and root issues; provides solutions; guides customers through troubleshooting, website navigation, and company products and services; and reviews accounts to research and resolve issues. It also requires clear and consistent documentation, compliance with bank policies, procedures, audit and regulatory requirements, and assigned backup operational support for branch staff. After one year, the specialist is expected to perform these duties confidently and independently.

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 effectively in a professional environment.

Nice To Haves

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

Responsibilities

• Respond to inbound customer inquiries in a timely manner and meet established service-level expectations.
• Resolve customer issues accurately on first contact when possible and escalate issues when additional support is needed.
• Handle inbound and outbound customer interactions by phone, email, online chat, and secure messaging in accordance with service standards.
• Listen to customer needs, identify root issues, and provide accurate, 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.
• Document customer interactions and outcomes clearly and consistently in designated systems to support continuity of service and audit readiness.
• Follow bank policies and procedures, audit and compliance guidelines, applicable regulatory requirements including BSA/AML as applicable to assigned responsibilities, and required training timelines.
• Provide backup operational support for branch staff as assigned.
• Communicate clearly, demonstrate empathy, and represent the organization professionally.

Benefits

• Medical coverage
• Dental coverage
• Vision coverage
• 401(k)
• Employee Stock Ownership Plan (ESOP) participation
• Paid time off
• Wellness resources
• Tuition assistance covering 100% of eligible tuition expenses, as well as required books and materials

What This Job Offers

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