Customer Care Specialist I

First Merchants Brand•Daleville, IN

About The Position

First Merchants Bank is seeking a Customer Care Specialist I to join our team! This position will be a high performing and knowledgeable team member who can identify and respond to the customer’s needs and provide an experience that exceeds the customer’s expectations.

Requirements

High school diploma or equivalent (GED).
One (1) year of experience in a customer service role.
Strong communication, both written and verbal.
Great active listening skills.
Exceptional interpersonal and rapport building skills.
A patient and empathetic attitude.
Strong time management and organizational skills.
Adaptability and flexibility.
Comfortable working in a fast-paced environment.
Strong computer literacy and phone skills.

Nice To Haves

Experience in banking or financial services.

Responsibilities

Handle Customer calls and provide accurate, satisfactory answers to queries and concerns.
De-escalate situations involving dissatisfied customer, offering patient assistance and support.
Guide callers through troubleshooting, navigating the company site or using the company’s products and services.
Review customer or client accounts and provide updates and information about a variety of subjects.
Collaborate with other team members and leadership to improve customer service.
Actively participate in a whole bank sales initiatives by seeking opportunities to cross-sell bank products, make customer referrals in response to identified customer needs and other activities to support scorecard goals.
Utilize the system to proactively recommend prompted products and service to the customer.
Be knowledgeable of all bank products and support the whole bank by making partner referrals.