Client Care Specialist Lead

Overview

Old National Bank has been serving clients and communities since 1834. With over $70 billion in total assets, we are a regional powerhouse deeply rooted in the communities we serve. As a trusted partner, we thrive on helping our clients achieve their goals and dreams, and we are committed to social responsibility and investing in our communities through volunteering and charitable giving. 

We continually seek highly motivated and talented individuals as our people are critical to our success. In return, we offer competitive compensation with our salary and incentive program, in addition to medical, dental, and vision insurance.  401K, continuing education opportunities and an employee assistance program are also included in our benefit suite. Old National also offers a variety of Impact Network Groups led by team members who are passionate about driving engagement, creating awareness of diverse backgrounds and experiences, and building inclusion across the organization.  We offer a unique opportunity to join a growing, community and client-focused company that is firmly rooted in its core values.

Responsibilities

The Client Care Specialist Lead is responsible for supporting clients to ensure a high level of quality and efficient service is provided.   The Lead must possess a high degree of courtesy, respect, professionalism, and accuracy while handling a variety of customer inquiries and/or issues.  Team member must adhere to policies and procedures to mitigate risk to the bank and to our clients. 

The hours for this role are 9:00am – 6:00pm CT, Monday-Friday 

Key Accountabilities 

• Adhere to bank policies and procedures.   

• Ensure all client phone inquiries are answered with a high degree of courtesy, respect, professionalism, and accuracy. 

• Utilize effective telephone skills to focus on discovering clients’ needs and educating them on bank products that will better serve them. 

• Efficiently route calls to the appropriate support area if the inquiry is outside of Client Care guidelines.  

• Follow up on client complaints and ensure client satisfaction. 

• Identify suspicious transactions or activity and report such activity immediately. 

• Be proactive to recognize concerns related to policy and procedure to drive effective change. 

• Acquire and maintain in-depth knowledge of retail services and products. 

• Participate in team meetings and training.  

• Position requires the need to work varied hours/days including occasional overtime due to business needs.  Team members must be available to perform the essential functions of the role whenever they are scheduled to work.  Punctual and consistent attendance is an essential responsibility and expectation of all team members.   

Key Competencies for Position  

• Personifies ONB Culture:  Consistently demonstrates Old National's culture and values in daily interactions. 

• Delights Clients:  Continuously seeks and applies knowledge leading to a best-in-class client experience.  Passionately serves internal/external clients with excellence.  Nurtures client relationships by listening, prioritizing, and acting responsibly to meet client needs and mitigate risks. 

Qualifications and Education Requirements 

• High School diploma or equivalent. 

• Prior customer service experience preferred. 

• Excellent verbal/written communication skills. 

• Experience communicating through online channels such as chat and email. 

• Bilingual communication skills helpful, but not necessary. 

Key Measures of Success/Key Deliverables: 

• Reduced risk to the bank and our clients. 

• Stronger client relationships. 

• Overall understanding of the Call Center’s role and impact in the organization. 

• Meet or exceed service goals set by the department.