Customer Care Specialist I

First Merchants Bank is seeking a Customer Care Specialist I to join our team! This position will be a high performing and knowledgeable team member who can identify and respond to the customer’s needs and provide an experience that exceeds the customer’s expectations. Essential Duties and Responsibilities: Handle Customer calls and provide accurate, satisfactory answers to queries and concerns. De‑escalate situations involving dissatisfied customers, offering patient assistance and support. Guide callers through troubleshooting, navigating the company site or using the company’s products and services. Review customer or client accounts and provide updates and information about a variety of subjects. Collaborate with other team members and leadership to improve customer service. Actively participate in a whole bank sales initiative by seeking opportunities to cross‑sell bank products, make customer referrals in response to identified customer needs and other activities to support scorecard goals. Utilize the system to proactively recommend prompted products and services to the customer. Be knowledgeable of all bank products and support the whole bank by making partner referrals. Exhibit strong customer service skills and professionalism including: Strong communication, both written and verbal. Great active listening skills. Exceptional interpersonal and rapport building skills. A patient and empathetic attitude. Strong time management and organizational skills. Adaptability and flexibility. Comfortable working in a fast‑paced environment. Strong computer literacy and phone skills. To be successful in this position, we require the following: High school diploma or equivalent (GED). One (1) year of experience in a customer service role. Preferred Requirements: Experience in banking or financial services. First Merchants offers the following: Medical, Dental and Vision Insurance 401(k) Health Savings and Flexible Spending Accounts Vacation/Sick Time Paid Holidays Tuition Reimbursement Additional Benefits Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor. #J-18808-Ljbffr