Customer Service Center Manager

First Merchants Bank is seeking a Manager, Customer Care Center to join our team! This position will provide leadership support to the Customer Care team. Assist, observe and coach others in delivering personalized service to support the needs and relationships of FMB clients.

As part of this role you will:

• Manage and direct all aspects of the Customer Care Center.
• Implement and review all Customer Care Center policies and procedures in order to provide a high quality client experience while maintaining appropriate protections for the client and the bank.
• Assist with the development and monitoring of department metrics, goals, key performance indicators and results reporting methods.
• Utilize coaching processes to develop team members and improve the overall performance of the department.
• Utilize effective employee engagement, motivation and recognition techniques to support high performance and morale.
• Monitor calls for quality purposes via the Quality Assurance monitoring program and measures to assure high quality client experiences, provide coaching and assure compliance with department policies and procedures.
• Hire and schedule staff to appropriate levels to provide high quality service while meeting the productivity goals for the department.
• Continue to find, suggest and implement solutions to improve the Customer Care Center.

In order to be successful in this position, we require the following:

• High School Diploma or equivalent (GED).
• Five (5) years of experience in a customer service role, with a minimum of three (3) years in a call center or bank/financial services environment.
• Three (3) years of experience coaching and leading in a management/supervisory role.
• Demonstrated ability to handle more complex customer service needs.

The following would be a plus:

• Associates or Bachelor’s degree in business, management or related field.
• Additional related training or certifications.

First Merchants offers the following:

Base Pay PLUS Bonuses

Medical, Dental and Vision Insurance

401k

Health Savings and Flexible Spending Accounts

Vacation/Sick Time

Paid Holidays

Paid Parental Leave

Tuition Reimbursement

Additional Benefits

A little about us:

First Merchants is guided by a genuine philosophy of being a meaningful place to work and having a prosperous impact across all walks of life throughout the communities we serve, including consumers, businesses and other organizations. Our Vision, Mission and Team statement reflect and reinforce that authentic service philosophy.

Our Vision is:

To enhance the financial wellness of the diverse communities we serve.

Our Mission is:

To be the most responsive, knowledgeable, and high-performing financial organization for our clients, teammates, and shareholders.

Our Team:

"We are a collection of dynamic colleagues with diverse experiences and perspectives who share a passion for positively impacting lives. We are genuinely committed to attracting and engaging teammates of diverse backgrounds. We believe in the power of inclusion and belonging."

Apply today to begin your career with us!

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)