Client Care Specialist, Sr

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.

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

The hours for this role vary between 7 am – 6 pm, Monday-Friday and rotational Saturday 7am-12pm CT.

Salary Range

The salary range for this position is $21.50/Hr. - $37.50/Hr.. Final compensation will be determined by location, skills, experience, qualifications and the career level at which the position is filled.

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.
• Assisting with escalated client calls.
• 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 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 are 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.

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 Director of Talent Acquisition, SVP, to fill a specific position.

Our culture is firmly rooted in our core values.

We are optimistic. We are collaborative. We are inclusive. We are agile. We are ethical.

We are Old National Bank.  Join our team!