Contact Center Banker

Job Description

Job Description

Join Mercantile Bank as a Full Time Contact Center Banker and embrace the excitement of transforming the banking experience for our customers. This exciting position can be based in various locations around Michigan and offers the flexibility of hybrid work (after training), providing you with the flexibility to maintain a healthy work-life balance while driving excellence in service delivery. 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.

Core 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

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 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

To thrive as a Contact Center Banker at Mercantile Bank, candidates should possess a robust combination of technical and interpersonal skills. 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.

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.

Requirements:

• A high school diploma or GED
• 1-3 years of experience in customer service or sales

Preferred Qualifications:

• Prior experience in retail banking branch or call center
• Familiarity with deposit account opening or consumer lending processes

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)