CLIENT SERVICE ASSOCIATE II at Old National Bank in Evansville, Indiana

Job Description:

Overview

Old National Bank was established in 1834. Today, we are the largest financial services holding company headquartered in Indiana. We provide an array of services to our clients which include Community Banking, Investments, and Wealth Management. At Old National we believe that by helping our associates balance work life with home life, we create a more productive workforce and a stronger company.

In 2020, Ethisphere Institute announced Old National Bank as one of the World's Most Ethical Companies for the ninth consecutive year.

Old National Bank has immediate opportunities for full-time Contact Center Associates in Evansville, IN to provide prompt quality and courteous customer service to a diverse base of external and internal customers. Competitive compensation available based on experience.

The Associate responds to a variety of inbound customer inquiries via telephone while meeting our exceeding customer service quality and production standards. The Associate performs research to resolve issues, educates customers, and promotes Old National's products and services; identifying and offering new opportunities and solutions to meet customer needs as appropriate. The Associate is required to use and navigate multiple online computer applications with technical proficiency, maintain knowledge of financial/banking products and services and assist customers regarding these services and follow all company policies and procedures, regulatory and legal requirements in execution of the job duties.

Essential Duties:

• Maintain knowledge of and adheres to all applicable laws and regulations and policies and procedures.


• Respond to incoming calls from both internal and external customers ensuring excellent customer service.


• Identify customer needs and offer new opportunities to customers by cross-selling or referring to appropriate business line to deepen customer relationships.


• Explain, promote and enroll customers in self-service products including Touchtone Banking, Debit Cards, Online Banking, Bill Payment and Mobile Banking.


• Provide troubleshooting support for all products including password and security question resets.


• Research, analyze and resolve customer issues; determine appropriate resolution; manage difficult customer situations and follow up on resolutions to ensure customer satisfaction.


• Assist banking center staff and customers in resolving issues with ATM/Debit card and Online Banking usage to ensure customer satisfaction.

• 1+ years of customer service experience is required.


• Strong verbal communication skills including active listening.


• Attention to detail and follow up.


• Strong telephone etiquette and interpersonal skills.


• Strong problem solving


• Ability and interest in learning all banking products and services.


• Old National/Ivy Tech certificate or post-secondary business courses are valued.

Hours:

Monday through Friday Starting shift of 10:30am to 7:00pm, with a Saturday rotation. Shift changes available as tenure increases.

Old National is proud to be an equal opportunity employer focused on fostering an inclusive workplace and committed to hiring a workforce comprised of diverse backgrounds, cultures and thinking styles.

As such, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, status as a qualified individual with disability, sexual orientation, gender identity or any other characteristic protected by law.

We do not accept resumes from external staffing agencies or independent recruiters for any of our openings unless we have an agreement signed by the Talent Acquisition Director, VP, to fill a specific position.