Customer Care, Quality and Training Specialist

First Merchants Bank is seeking a Customer Care, Quality and Training Specialist to join our team! This position will screen customer care agents calls to ensure interactions with customers meet company standards for quality, customer service, and adherence to the policies and procedures of the organization. Provide training for Customer Care employees.

Essential Duties and Responsibilities:

1. Monitor a minimum of ten (10) phone calls per specialist per month to ensure compliance with company policies and procedures and department expectations.
2. Provide guidance and training where needed to reach company standards.
3. Use quality data to compile and track performance on an individual, team, and department level.
4. Understand and be able to operate call recording software, reports, etc., and recommend improvements using this technology.
5. Attend meetings and training to remain updated with Customer Care Center policies and procedures.
6. Assist in designing and updating the monitoring evaluation form and quality standards for the department.
7. Document call quality results and provide feedback to customer service agents, managers, the Training and Development Partner and the Director, Customer Care Center.
8. Conduct training for new Customer Care employees.
9. Maintain and update department processes and procedures.
10. Identify specific topics for product and procedure training within Customer Care.
11. Create and maintain digital training content focused on continued learning.
12. Maintain and update the Customer Care Specialist curriculum.

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

• High school diploma or equivalent (GED)
• A minimum of three (3) years' experience in a customer service role, with a minimum of one (1) year in a call center or bank/financial services environment; or a minimum of two (2) years' experience in the First Merchants Customer Care department.

The following would be a plus:

• Associate degree.
• Additional related training or certifications.
• Experience in banking or financial services.
• Experience evaluating call metrics and coaching and/or leading others.

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!