Client Support Specialist

Description

The Client Support Specialist serves as the first point of contact for customer inquiries across multiple channels. The role operates in a highly collaborative environment and is responsible for processing and responding to existing and prospective customer inquiries, leveraging multiple systems to research and provide accurate account information. The Client Support Specialist represents the organization with professionalism, accuracy, and a genuine commitment to resolving customer needs.

Expected Outcomes:

• Responds to inbound customer inquiries in a timely manner while meeting established service-level expectations.
• Resolves customer issues accurately on the first contact when possible and escalates appropriately when additional support is required.
• Documents customer interactions and outcomes clearly and consistently in designated systems to ensure continuity of service and audit readiness.
• Maintains compliance with applicable bank policies, procedures, and regulatory requirements (including BSA/AML, as applicable to assigned responsibilities).
• Contributes to a positive customer experience by communicating clearly, demonstrating empathy, and representing the organization professionally.

After one year as a Client Support Specialist, you will be able to do the following confidently and independently...

• Handles inbound and outbound customer interactions (e.g., phone, email, online chat, and secure messaging) in accordance with service standards.
• Listens to customer needs, identifies the root issue, and provides accurate and helpful solutions.
• Guides customers through troubleshooting, website navigation, and use of company products and services.
• Reviews customer accounts as needed to research issues, provide information, and support resolution.
• Adheres to bank policies and procedures, audit, and compliance guidelines, and required training in a timely manner.
• Provides back-up operational support for branch staff, as assigned, to ensure continuity of customer service.

Requirements

What we are looking for...

• Two years of customer service and/or banking experience is preferred.
• Demonstrates strong verbal and written communication skills and effective interpersonal skills.
• Applies active listening skills and maintains an empathetic, customer-focused approach.
• Demonstrates strong organizational skills, basic math proficiency, and a consistent focus on accuracy and timeliness.
• Requires a high school diploma or GED from an accredited institution.
• Is proficient with basic computer applications (including Microsoft Office and Outlook) and demonstrates the ability to learn and use new software effectively in a professional environment.

Our Benefits

At Merchants, we believe in investing in our people. Our comprehensive benefits package includes medical, dental and vision coverage, 401(k) and Employee Stock Ownership Plan (ESOP) participation, generous paid time off, wellness resources, and a standout Tuition Assistance Program that covers 100% of eligible tuition expenses, as well as required books and materials. Whether you're advancing your education, growing your career, or planning for the future, we're committed to supporting your success every step of the way.

About Merchants

Ranked as a top performing U.S. public bank by S&P Global Market Intelligence, Merchants Bancorp is a diversified bank holding company headquartered in Carmel, Indiana operating multiple segments, including Multi-family Mortgage Banking that offers multi-family housing and healthcare facility financing and servicing; Mortgage Warehousing that offers mortgage warehouse financing; and Banking that offers retail and correspondent residential mortgage banking, agricultural lending, and traditional community banking. Merchants Bancorp, with $18.8 billion in assets and $11.9 billion in deposits as of December 31, 2024, conducts its business primarily through its direct and indirect subsidiaries, Merchants Bank of Indiana, Merchants Capital Corp., Merchants Capital Investments, LLC, Merchants Capital Servicing, LLC, Merchants Asset Management, LLC, and Merchants Mortgage, a division of Merchants Bank of Indiana.

Merchants Bank and Merchants Capital have recently been honored with the 2025 USA Today Top Workplaces recognition, ranking 22nd nationally within the 500-999 employee category. This is the second year that Merchants has been recognized with this award. These accolades build on our strong history of workplace recognition, including being named a Best Place to Work in Indiana for seven consecutive years (2016–2022). For more information read the entire article here.