Join Mercantile Bank as a Contact Center Loan Specialist and play a pivotal role in shaping our customer experience! This exciting opportunity can be based in our primary Contact Center locations in Wyoming, MI or Alma, MI, with additional flexibility to be based in other locations across Michigan. The role begins with an in-office training period, followed by the potential for a hybrid work arrangement. Please note that travel to Wyoming and Alma is required during training.
3 positions available
Core Responsibilities:
- Responsible for delivering exceptional customer experiences by handling complex inquiries, providing advanced product and service guidance and executing transactions with accuracy and efficiency.
- Functions as a subject-matter expert, supporting both customers and internal team members by demonstrating deep knowledge of retail loan servicing tasks, banking products, digital channels, regulatory expectations and operational procedures
- Manage escalated calls/chats and resolving service issues, this position proactively identifies customer needs, uncovers relationship-building opportunities and recommends financial solutions aligned with the banks and customer goals
Why Mercantile Bank?
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 an employee of Mercantile Bank, you will receive competitive compensation, bonus opportunities, and best-in-class benefit options. With a minimum of 3 weeks' vacation, sick time, 11 paid holidays, generous 401k match of 5%, company paid life insurance, tuition reimbursement, IVF and adoption assistance, zero-interest loans for fitness equipment and business attire, discounted bank services, employee stock purchase plan, 529 savings plans, health savings accounts, flexible spending accounts, legal protection, exceptional training and development opportunities, and encouragement to connect with community through volunteer opportunities.
A Look into Your Day
Your day begins by reviewing real-time queue dashboards, priority follow-ups, and incoming digital requests so you can set a clear plan for coverage. You'll then move through scheduled intervals handling phone calls and Let's Chat, balancing responsiveness with thorough documentation. As conversations progress, you'll reference multiple systems to confirm loan details, validate customer identity, and capture precise notes that support audit standards and next-step clarity. You may shift quickly from answering a routine question to guiding a customer through an escalation, using calm, structured communication and partnering with internal teams in Teams when research or approvals are needed. Between contacts, you'll monitor patterns in the issues you're seeing, share quick coaching insights with teammates, and record improvement ideas. The pace is steady and performance-focused, supported by work-from-home flexibility and consistent team connection.
What We're Looking For
As a Contact Center Loan Specialist, you'll serve as a front-line ambassador for Mercantile Bank, resolving complex loan-servicing questions while protecting accuracy, compliance, and service quality. You will manage escalated interactions across phone, chat, email, and messaging; execute servicing transactions (payment posting, escrow administration, account maintenance); educate customers on loan, deposit, and digital products; and partner with internal teams to drive timely resolutions. You'll also mentor peers, model performance standards, and surface process improvements that strengthen efficiency and customer outcomes.
Required qualifications/skills:
- 3-5 years customer service and sales experience
- 3-5 years retail loan origination, operations, or servicing (mortgage experience a plus)
- 2+ years with Mercantile Bank
- Strong written/verbal communication; high comfort with technology
- Demonstrated leadership participation, strong performance history, and supervisor recommendation
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)
