Contact Center Specialist

Mercantile Bank•Various Locations within Michigan, MI

1d•Hybrid

About The Position

Join Mercantile Bank as a Full-Time Contact Center Specialist I and experience the thrill of working with a team that prioritizes innovation and customer-centric solutions. 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. Engage directly with clients and solving their inquiries. You'll play a vital role in enhancing customer satisfaction and driving the bank's mission forward.

Requirements

A high school diploma or GED
1 - 3 years of customer service experience
Strong sales and customer service skills
Excellent interpersonal abilities
Adaptability
Organizational skills and meticulous attention to detail
Ability to thrive in a fast-paced environment while maintaining a positive demeanor and building relationships

Nice To Haves

Experience within the financial industry is preferred
Experience working in a customer service center is preferred

Responsibilities

Be the first point of contact for customers seeking information
Utilize training to make impactful decisions that contribute to our reputation for excellence
Handle incoming calls in a prompt and courteous manner, ensuring superior customer service across various communication channels, including phone, email, and messaging
Address support calls effectively after receiving in-depth training on Online Banking, Bill Pay, and comprehensive bank products
Manage tasks assigned by the Call Center Supervisor
Verify transfers and payments
Adhere to regulatory requirements while maintaining compliance with bank policies
Provide constructive feedback and escalate calls when necessary
Remain current with industry regulations and complete online training in a timely manner