Requisition Number 19-1552 Post Date 12/19/2019 Title Customer Service Representative City Ida State MI Description
Working at First Merchants is more than a job. We're a community bank with local roots and we care about our customers and our employees. When you join our team, you participate in our mission to build financial solutions, provide sound advice and products, and deliver exceptional service.
Our focus on building individual career development plans and providing robust learning and development programs are additional reasons to join the First Merchants team.
If you're ready to join a local organization that is a leader in the community, take a look at our exciting opportunities. First Merchants is a growing company with new career possibilities forming every day.
As a Customer Service Representative you will enjoy flexible working hours, competitive pay and the benefit of working in a supportive team environment. This position allows you to be a valued part of our Retail Banking Team while interacting with our clients and offering beneficial financial services. As a Customer Service Representative you will:
•Proactively build rapport with clients by engaging them in conversations.
•Ask questions to identify clients' financial needs and goals.
•Consult clients on building a more secure financial future by matching individual needs to First Merchants' products and services.
•Complete routine banking transactions in a supportive team environment.
•Provide dependable service thereby enhancing client loyalty.
•Display patience when interacting with clients and colleagues.
•Complete client transactions accurately according to established policies and procedures.
•Ensure accurate balancing of cash drawer.
First Merchants offers a competitive compensation and benefits plan. As a member of our team you will enjoy:
•Health, Dental and Vision insurance options
•Individual and team performance bonuses
•Tuition assistance (up to 75% of tuition + 50% of books)
•Paid training
•Advancement opportunities
•401(k) with company match
•Employee Stock Purchase Plan
•Paid time off
•Paid holidays
•Free premium checking account with a variety of great benefits
Position Goals:
Execute on individual and team sales and service metrics to help the banking center achieve the strategic and tactical goals of the company. Responsible for providing high quality customer service by accurately completing bank transactions and opening deposit accounts and processing loan applications while identifying and recommending products and services to meet the current and future financial needs of bank customers. Deliver upon a meaningful customer service experience while exceeding personal production goals.
Direct Management Received:
Under the general management of the Banking Center Manager or Banking Center Customer Service Manager, depending on work location
Direct Management Exercised:
None
Essential Duties and Responsibilities:
•Provide high quality customer service on a wide variety of general banking matters within the banking center. Some banking centers are designed to be a fluid, retail space where employees are not at their desk or teller pod for long periods of time. Banking Centers are a fast-paced environment that requires ability to multi-task.
•Perform Service Associate duties as needed. Ability to perform hospitality functions (i.e make coffee, serve refreshments, clean up).
•Be highly responsive to customer requests of everyday monetary transactions, i.e. process deposits, loan payments, cash checks, night deposits, change orders, cashier's checks and money orders.
•Assess customer's financial position to identify additional relationship opportunities. This includes acquiring and using in-depth knowledge of products/services of all lines of business at First Merchants.
•Process non-monetary requests for customers i.e. approve checks for cashing; accept and process stop payment orders, order debit cards, complete address changes and process check orders
•Resolve customer inquiries, problems and complaints with scope of authority while proactively using service to sales techniques to provide solutions to customers for current financial needs.
•Use feedback from Customer Service surveys to build customer loyalty and create customer advocates.
•Provide assistance with maintaining customer records and accounts.
•Actively participate in leading the sales and service activities at the Banking Center.
•Meet or exceed established individual and team sales goals to help the Banking Center achieve scorecard goals.
•Effectively use the consumer and business guided conversation to assess the customer's current and future financial situation to identify and recommend additional products to deepen client relationship.
•Engage customers through teleconsulting activities including but not limited to call blocks and call nights to drive attainment of individual and team sales goals assigned to the Banking Center.
•Fully engage in the sales management process including, but not limited to daily huddles, weekly sales meetings, touch bases and coaching sessions.
•Utilize customer relationship management tool (CRM) and other sales tools to record, track and maintain sales records for the incentive plan.
•Train, coach, and guide staff with operational and sales skills.
•Recognize and solicit new business opportunities; sell all bank products and services; make customer calls as required.
•Open new accounts and process loan applications for new and existing clients.
•Utilize kiosk to provide education and help customers enroll in electronic banking products and services during account opening.
•Be knowledgeable of all bank products and support the whole bank by making partner referrals as appropriate for merchant services, treasury... For full info follow application link.
First Merchants Bank is an Equal Opportunity Employer and E-Verify participant (M/F/D/V).
