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Customer Service Agent
First Merchants Corporation
Daleville, IN, United States
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Description
This description is intended to indicate the essential responsibilities of the position. It is not intended to be all-inclusive nor does this limit management’s right and responsibility to determine work assignments, reassignments, priorities, etc.
Working at First Merchants is more than a job. When you join our team, you participate in our mission to build financial solutions, provide sound advice and products, and deliver exceptional service. We’re a community bank with local roots and we care about our customers and our employees.
Our focus on building individual career development plans and providing robust and timely 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 an expanding company with new career possibilities forming every day.
Position Goals: Provide in-bound telephone customer service for all customers of the corporation.
Supervision Received: Under the direct supervision of the Supervisor, Customer Service.
1. Answer customer questions regarding deposit products, time deposits, loans, ATM/debit card transactions, Online Banking, IVR, etc.
2. Resolve customer requests and issues, involving: initiate and send research requests, transfer telephone call to appropriate department or individual, initiate stop payments and enter in system, support ATM/debit card updates, initiate transfer requests, update customer contact information either via online or thru paper request, initiate Reg E disputes, etc.
3. Support Marketing initiatives as needed.
4. Cross-sell bank products when appropriate during customer calls, may involve referring customers to other departments/divisions (loan, trust, FMIS, etc).
Requirements
Successful candidate will possess a High school diploma or equivalent (GED). Over one (1) year of related customer service experience.
In addition to the list above, it is understood that all positions within the Corporation require individuals who possess a pleasant and friendly personality, project sensitivity towards customers and fellow employees, and maintain a neat and clean professional appearance. Further, all employees will have access to confidential, sensitive and/or non-public customer information and it is expected that each employee will have the ability to ensure their work locations and activities comply with the Information Security Policy.