What are the responsibilities and job description for the Contact Center Banker position at Mercantile Bank?
Join Mercantile Bank as a Full Time Contact Center Banker and embrace the excitement of transforming the banking experience for our customers in Wyoming, MI or Alma, MI! This role offers the unique opportunity to combine innovative digital solutions with customer-centric service, allowing you to be at the forefront of banking technology. Enjoy the freedom of working from home (after training), providing you with the flexibility to maintain a healthy work-life balance while driving excellence in service delivery.
Primary responsibilities:
- Engage with customers digitally while fostering relationships that emphasize integrity and accountability
- Lead problem solving initiatives working with the customer and internal team members utilizing multiple communication channels
- Onboard new accounts and loans and use needs-based selling approaches to deepen relationships and recommend appropriate products
A little about us
Mercantile Bank was created with a goal to deliver financial solutions that empower people and businesses to achieve their dreams, while bettering the lives of its employees and their communities. We have grown from a humble idea to over 40 locations, 5.6 billion in total assets, and 700 employees. Our values remain at the heart of everything we do - through inclusivity, innovation, and collaboration, we achieve excellence every day. We are accountable not only to our customers, but to our employees and the communities in which we serve. We are proud to invest in our people and our communities, and our employees show their integrity in every interaction. We strongly believe that embracing human diversity makes us a better bank. We know it makes us better people.
You'll be rewarded for your expertise through competitive compensation, bonus programs, and best-in-class benefit options, such multiple Medical, Dental and Vision plans to choose from, Company Paid Life Insurance of 3 times your annual salary, Health Savings Account, Flexible Spending Account, 3 weeks' vacation, sick time to care for yourself and your family, 11 paid holidays and a Giving Day to do work that you are passionate about in the community. We also offer Employee Assistance Program (EAP), Adoption and IVF Assistance, and a Fitness Equipment Purchase Plan.
Investing in your financial wellness and career development is also important to us. We provide 401(k) match at 100% up to the first 5% of your contribution Employee Stock Purchase Plan, 529 College Savings Plans, Discounted bank services, Legal protection, Tuition Reimbursement, Exceptional training, and development opportunities tailored to your career interests and goals.
Your day to day as a Contact Center Banker
As a Contact Center Banker at Mercantile Bank, you'll play a pivotal role in enhancing our customers' onboarding and banking experiences through digital platforms. This position requires an independent thinker with strong decision-making skills, as you'll utilize various communication methods-such as phone, Webex, email, and chat-to engage with customers effectively. Your key responsibilities include successfully onboarding new accounts and loans, providing support at our virtual banking offices, and ensuring that customer needs are met with a personalized touch.
You will harness a needs-based selling approach to deepen relationships and recommend appropriate products, all while logging interactions in our Customer Relationship Management System. Collaboration with support departments and the branch network will empower you to create a seamless banking experience, while your involvement in community events will help promote a positive bank image.
What we're looking for in a Contact Center Banker?
To thrive as a Contact Center Banker at Mercantile Bank, candidates should possess a robust combination of technical and interpersonal skills. A high school diploma or GED is essential, along with 1-3 years of experience in customer service and sales. Candidates must demonstrate exceptional proficiency with computers, smartphones, tablets, and other technologies to navigate our digital platforms effectively. Strong written and verbal communication skills are crucial for engaging with customers through various channels, ensuring a seamless banking experience.
While not mandatory, prior experience in a retail banking branch or call center, as well as familiarity with deposit account opening or consumer lending processes, is preferred. Additionally, proficiency in mobile banking technology and experience with Fiserv banking software, Navigator, and Director will be highly advantageous. This skill set will empower you to address customer needs efficiently, reinforce relationships, and contribute to the overall success of our innovative banking solutions.
Schedule:
This position is a full-time, 40 hours per week position. Hours may vary within these working hour time frames:
- Monday-Friday 8am-6pm
- Saturday 9am-1pm (Rotated once or twice per month)
