Contact Center Banker

Mercantile Bank•Wyoming, MI

1d•Hybrid

About The Position

Join Mercantile Bank as a Full Time Contact Center Banker and embrace the excitement of transforming the banking experience for our customers. This exciting position can be based in Wyoming, MI or Alma, MI and is fully in office during the training period. After the training period there is potential for hybrid work. Travel to Wyoming and Alma is required for training. This role offers the unique opportunity to combine innovative digital solutions with customer-centric service, allowing you to be at the forefront of banking technology. Mercantile Bank was founded by entrepreneurs who believed building strong relationships and communities is accomplished through collaboration and innovation. It's more than being a financial institution, it's being a trusted ally and community partner. As Michigan's largest community bank, our roots are deeply embedded in the diverse communities we serve. Our commitment to our customers and community is at the core of all we do. As a Contact Center Banker at Mercantile Bank, you'll play a pivotal role in enhancing our customers' onboarding and banking experiences through digital platforms. This position requires an independent thinker with strong decision-making skills, as you'll utilize various communication methods-such as phone, Webex, email, and chat-to engage with customers effectively. Your key responsibilities include successfully onboarding new accounts and loans, providing support at our virtual banking offices, and ensuring that customer needs are met with a personalized touch. You will harness a needs-based selling approach to deepen relationships and recommend appropriate products, all while logging interactions in our Customer Relationship Management System. Collaboration with support departments and the branch network will empower you to create a seamless banking experience, while your involvement in community events will help promote a positive bank image.

Requirements

A high school diploma or GED
1-3 years of experience in customer service or sales
Exceptional proficiency with computers, smartphones, tablets, and other technologies to navigate our digital platforms effectively
Strong written and verbal communication skills are crucial for engaging with customers through various channels

Nice To Haves

Prior experience in retail banking branch or call center
Familiarity with deposit account opening or consumer lending processes
Proficiency in mobile banking technology
Experience with Fiserv banking software, Navigator, and Director

Responsibilities

Engage with customers digitally while fostering relationships that emphasize integrity and accountability
Lead problem solving initiatives working with the customer and internal team members utilizing multiple communication channels
Onboard new accounts and loans and use needs-based selling approaches to deepen relationships and recommend appropriate products
Enhance customers' onboarding and banking experiences through digital platforms
Utilize various communication methods-such as phone, Webex, email, and chat-to engage with customers effectively
Provide support at our virtual banking offices
Ensure that customer needs are met with a personalized touch
Harness a needs-based selling approach to deepen relationships and recommend appropriate products
Log interactions in our Customer Relationship Management System
Collaborate with support departments and the branch network to create a seamless banking experience
Involve in community events to help promote a positive bank image