Contact Center Specialist

Contact Center Specialist

Join Mercantile Bank as a Full-Time Contact Center Specialist II and experience the thrill of working with a team that prioritizes innovation and customer-centric solutions. This exciting position can be based in Wyoming, MI or Alma, MI and offers the flexibility of hybrid work (after training), allowing you to create your own productive environment while engaging directly with clients and solving their inquiries. You'll play a vital role in enhancing customer satisfaction and driving the bank's mission forward.

Core Responsibilities:

• You will be the first point of contact for customers seeking information
• Utilize your training to make impactful decisions that contribute to our reputation for excellence

Why Mercantile Bank?

Mercantile Bank was founded by entrepreneurs who believed building strong relationships and communities is accomplished through collaboration and innovation. It's more than being a financial institution, it's being a trusted ally and community partner. As Michigan's largest community bank, our roots are deeply embedded in the diverse communities we serve. Our commitment to our customers and community is at the core of all we do.

As an employee of Mercantile Bank, you will receive competitive compensation, bonus opportunities, and best-in-class benefit options. With a minimum of 3 weeks' vacation, sick time, 11 paid holidays, generous 401k match of 5%, company paid life insurance, tuition reimbursement, IVF and adoption assistance, zero-interest loans for fitness equipment and business attire, discounted bank services, employee stock purchase plan, 529 savings plans, health savings accounts, flexible spending accounts, legal protection, exceptional training and development opportunities, and encouragement to connect with community through volunteer opportunities.

A Look into Your Day

As a Full-Time Contact Center Specialist II at Mercantile Bank, you will be the first point of contact for customers seeking assistance or information. Your role involves handling incoming calls in a prompt and courteous manner, ensuring superior customer service across various communication channels, including phone, email, and messaging. You'll receive in-depth training on Online Banking, Bill Pay, and comprehensive bank products, equipping you to address support calls effectively.

Daily responsibilities include managing tasks assigned by the Call Center Supervisor, verifying transfers and payments, and adhering to regulatory requirements while maintaining compliance with bank policies. You will also be responsible for providing constructive feedback and escalating calls when necessary. Remaining current with industry regulations and completing online training in a timely manner will be essential to your success and growth in this dynamic position.

What We're Looking For

To excel as a Full-Time Contact Center Specialist II at Mercantile Bank, a diverse skill set is crucial. Strong sales and customer service skills are essential for effectively engaging with customers and addressing their needs. Excellent interpersonal abilities will enable you to build rapport and navigate conversations smoothly, ensuring customer satisfaction. Adaptability is key, as you'll be working in an environment that evolves rapidly both internally and externally. Organizational skills and meticulous attention to detail will help you manage multiple tasks efficiently, especially while handling inquiries in a fast-paced, sometimes stressful atmosphere.

The ability to thrive in a fast-paced environment while maintaining a positive demeanor and building relationships will set you apart as a successful candidate in this dynamic role.

Requirements:

• A high school diploma or GED
• 1 – 3 years of customer service experience

Preferred Qualifications:

• Experience within the financial industry is preferred
• Experience working in a customer service center is preferred

This position is a full-time, 40 hours per week position.

Hours may vary within these working hour time frames:

• Monday-Friday 7am-7pm
• Saturday 9am-1pm (Saturday Rotation)