Client Service Representative

Overview

Old National Bank has been serving clients and communities since 1834. With over $70 billion in total assets, we are a regional powerhouse deeply rooted in the communities we serve. As a trusted partner, we thrive on helping our clients achieve their goals and dreams, and we are committed to social responsibility and investing in our communities through volunteering and charitable giving. 

We continually seek highly motivated and talented individuals as our people are critical to our success. In return, we offer competitive compensation with our salary and incentive program, in addition to medical, dental, and vision insurance.  401K, continuing education opportunities and an employee assistance program are also included in our benefit suite. Old National also offers a variety of Impact Network Groups led by team members who are passionate about driving engagement, creating awareness of diverse backgrounds and experiences, and building inclusion across the organization.  We offer a unique opportunity to join a growing, community and client-focused company that is firmly rooted in its core values.

Responsibilities

Client Service Representatives (CSR’s) help the banking center retain and deepen client relationships over the lifecycle of the relationship by using sound judgement and care in processing transactions and service requests, demonstrating ownership in resolving customer service issues efficiently and effectively, proactively referring product and service solutions that meet the client’s financial needs, and being knowledgeable about the client’s accounts and business with the bank.  Client Service Representatives are responsible for managing the vault, balancing ATMs and cash dispensing machines, and processing night drops.  Positions may be based in a single banking center or support multiple locations within a market.

Salary Range

The salary range for this position is $17.00/Hr. - $27.50/Hr.. Final compensation will be determined by location, skills, experience, qualifications and the career level at which the position is filled.

Key Accountabilities

Providing Exceptional Client Service 

• Performs a variety of financial transactions with patience, professionalism, and accuracy in accordance with bank policies and procedures while maintaining an acceptable balancing record.
• Services client inquiries and needs including requests for statement information, balancing inquiries, account charges, address changes, check or debit card orders, and wire transfers.
• Actively listens to the client to fully understand the needs; willingly responds to questions, offers, and elicits appropriate information to learn about the client’s needs to fulfill transaction and service requests.
• Engages and warmly welcomes the client; confirms all needs are met before concluding a client interaction; engages with the client in a manner that conveys his/her time and business is valued; consistently demonstrates the behaviors defined by Old National that deliver an extraordinary client experience. 

Operational Excellence

• Manages and monitors the supply of cash for the banking center needs based on business demand including processing incoming/outgoing cash shipments; balancing the vault, ATM, and cash dispensing machines; and buying/selling cash as needed.
• Proactively resolves or assists in the resolution of a variety of simple to moderately complex customer maintenance and/or client service problems using available resources for problem resolution, including analysis and understanding of information received from other internal departments such as Loan Operations, Deposit Operations, Internal Bank Support, Reconcilement, Risk Management, etc.
• Contributes to the banking center’s overall success by meeting defined targets for operational performance, service excellence, and product and service referrals.
• Actively participates in weekly sales meetings and other activities to increase referrals and sales.
• Maintains knowledge of all products and services and effectively applies that knowledge to make product and service referrals based on the client’s needs.
• May promote, sell, and open all types of deposit accounts 

Key Competencies for Position

Operational Knowledge and Organizational Skills

• Demonstrates and applies sound knowledge of banking policies, procedures and regulations affecting the operations of the banking center including hold procedures, cash drawer limits, and cash out limits
• Meets cash handling and balancing standards consistently. Demonstrates detail orientation.
• Resolves operational issues by seeking input and drawing on appropriate resources/departments to develop viable and relevant client solutions.
• Proficient handling a variety of tasks and priorities throughout the day, moving seamlessly between tasks.

Client Focused

• Personally strives to make each client interaction the best experience, performing a variety of financial transactions with patience, professionalism and accuracy.
• Takes ownership for resolving client transaction or operational issues and recognizes when outcomes may negatively impact the client and escalates those concerns appropriately.
• Anticipates client needs and develops appropriate solutions. 

Communication Skills

• Demonstrates diplomacy, tact, and caring during interactions with clients, co-workers, and others through strong active listening skills and the use of questions to understand customer needs during transactions
• Adapts communication style and approach to accommodate individual needs and preferences and to fit the situation (e.g., asks the client how he/she prefers to be contacted, understands verbal and non-verbal cues, increases/decreases pace of conversation as appropriate)
• Diffuses and handles difficult client interactions 

Qualifications and Education Requirements

• High School diploma or BED equivalent
• 1-2 years’ prior banking, sales, and/or customer service experience preferred
• 2+ years’ prior cash handling or Teller experience preferred

Old National is proud to be an equal opportunity employer focused on fostering an inclusive workplace and committed to hiring a workforce comprised of diverse backgrounds, cultures and thinking styles. 

As such, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, status as a qualified individual with disability, sexual orientation, gender identity or any other characteristic protected by law. 

We do not accept resumes from external staffing agencies or independent recruiters for any of our openings unless we have an agreement signed by the Director of Talent Acquisition, SVP, to fill a specific position.

Our culture is firmly rooted in our core values.

We are optimistic. We are collaborative. We are inclusive. We are agile. We are ethical.

We are Old National Bank.  Join our team!