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 offers the flexibility of hybrid work (after training), allowing you to create your own productive environment while engaging directly with clients and solving their inquiries. You'll play a vital role in enhancing customer satisfaction and driving the bank's mission forward.
Primary responsibilities:
- You will be the first point of contact for customers seeking information
- Utilize your training to make impactful decisions that contribute to our reputation for excellence
A little about us
Mercantile Bank was created with a goal to deliver financial solutions that empower people and businesses to achieve their dreams, while bettering the lives of its employees and their communities. We have grown from a humble idea to over 40 locations, 5.6 billion in total assets, and 700 employees. Our values remain at the heart of everything we do - through inclusivity, innovation, and collaboration, we achieve excellence every day. We are accountable not only to our customers, but to our employees and the communities in which we serve. We are proud to invest in our people and our communities, and our employees show their integrity in every interaction. We strongly believe that embracing human diversity makes us a better bank. We know it makes us better people.
You'll be rewarded for your expertise through competitive compensation, bonus programs, and best-in-class benefit options, such as: multiple Medical, Dental and Vision plans to choose from, Company Paid Life Insurance of 3 times your annual salary, Health Savings Account, Flexible Spending Account, 3 weeks' vacation, sick time to care for yourself and your family, 11 paid holidays and a Giving Day to do work that you are passionate about in the community. We also offer Employee Assistance Program (EAP), Adoption and IVF Assistance, and a Fitness Equipment Purchase Plan.
Investing in your financial wellness and career development is also important to us. We provide 401(k) match at 100% up to the first 5% of your contribution Employee Stock Purchase Plan, 529 College Savings Plans, Discounted bank services, Legal protection, Tuition Reimbursement, Exceptional training, and development opportunities tailored to your career interests and goals.
Day to day as a Contact Center Specialist I
As a Full-Time Contact Center Specialist I at Mercantile Bank, you will be the first point of contact for customers seeking assistance or information. Your role involves handling incoming calls in a prompt and courteous manner, ensuring superior customer service across various communication channels, including phone, email, and messaging. You'll receive in-depth training on Online Banking, Bill Pay, and comprehensive bank products, equipping you to address support calls effectively.
Daily responsibilities include managing tasks assigned by the Call Center Supervisor, verifying transfers and payments, and adhering to regulatory requirements while maintaining compliance with bank policies. You will also be responsible for providing constructive feedback and escalating calls when necessary. Remaining current with industry regulations and completing online training in a timely manner will be essential to your success and growth in this dynamic position.
What we're looking for in a Contact Center Specialist I
To excel as a Full-Time Contact Center Specialist I at Mercantile Bank, a diverse skill set is crucial. Strong sales and customer service skills are essential for effectively engaging with customers and addressing their needs. Excellent interpersonal abilities will enable you to build rapport and navigate conversations smoothly, ensuring customer satisfaction. Adaptability is key, as you'll be working in an environment that evolves rapidly both internally and externally. Organizational skills and meticulous attention to detail will help you manage multiple tasks efficiently, especially while handling inquiries in a fast-paced, sometimes stressful atmosphere.
The ability to thrive in a fast-paced environment while maintaining a positive demeanor and building relationships will set you apart as a successful candidate in this dynamic role.
Schedule:
This position is a full-time, 40 hours per week position. Hours may vary within these working hour time frames:
· Monday-Friday 7am-7pm
· Saturday 9am-1pm (Saturday Rotation)
