We are currently seeking a Support Desk Agent that will provide internal client support for inquiries related to Community Banking Operations with a high degree of courtesy, professionalism, timeliness, and accuracy. Support is provided through a variety of mediums such as phone, email, and instant messaging. Problem resolution and identifying opportunities for training development and/or process improvement is key to be successful in this role.
Key Accountabilities
- Receive and resolve all telephone, email, and instant message inquiries from internal departments with a high degree of professionalism, timeliness, accuracy, and diligence
- Serve as subject matter expert for consumer deposit and loan servicing inquiries as well as the systems/applications used to service clients
- Track all calls with efficiency and accuracy for reporting purposes and identify opportunities for improvement as applicable
- Assist with the design and maintenance of internal departmental procedures and identify opportunities to improve team efficiency and performance
- Educate and promote the variety of self-service channels available during client interactions
- Assemble facts, gather data, and complete research to make empowered judgments/decisions
- Maintain an in-depth knowledge of bank policies, procedures, processes and front-end/back-end systems/applications
- Maintain a thorough understanding of, and adherence to all banking compliance rules and regulations
- Follow proper escalation process when situations require additional assistance
- Embrace ongoing educational opportunities, including changes to policies and procedures
Key Competencies for Position
- Compelling Communication - Openly and effectively communicates with others. Effectively and transparently shares information and ideas with others. Tailors the delivery of communication in a way that engages the audience and that is easy to understand and retain. Unites others towards common goal. Asks for others' opinions and ideas and listens actively to gain their support when clarifying expectations, agreeing on a solution and checking for satisfaction.
- Makes Decisions & Solves Problems - Seeks deeper understanding and takes action. Takes ownership of the problem while collaborating with others on a resolution with an appropriate level of urgency. Collaborates and seeks to understand the root causes of problems. Evaluates the implications of new information or events and recommends solutions using decisions that are sound based on what is known at the time. Takes action that is consistent with available facts, constraints and probable consequences.
- Delights Clients - Continuously seeks and applies knowledge leading to a best-in-class client experience. Passionately serves internal clients with excellence. Maintains a growth mindset staying current with developments and trends in areas of expertise influencing client satisfaction both internally and externally. Understands data, metrics and/or financial information, and how they tie to client satisfaction and business outcomes related to position, client and/or team. Nurtures client relationships by listening, prioritizing, and acting responsibly to meet client needs, mitigate risk and add shareholder value.
- Personifies ONB Culture - Demonstrates pride in ONB. Consistently demonstrates Old National's culture and values in daily interactions. Models our values - how we show up in the workplace. Places the organization's goals before individual or team goals. Demonstrates the desire to be part of something beyond themselves by investing time, heart, and expertise to help clients and communities thrive.
Qualifications and Education Requirements
- High School diploma or equivalent work experience
- 2 years or more experience in Community Banking preferred, including a minimum of one year of new account opening experience and one year of teller transaction processing
- 1+ year(s) of experience in Deposit Operations, Loan Operations, or Client Care preferred
- Working knowledge of all aspects of Community Banking including products, policies, procedures, operations, and systems/applications
- Must demonstrate an elevated level of patience, ability to work through complex issues, and maintain a professional demeanor in stressful situations
- Ability to work independently as well as part of a cohesive team
- Effectively prioritize, handle and complete multiple time sensitive tasks throughout the workday
- Ability to work varied hours/days, including Saturday and accommodate occasional overtime should the business need arise
- Demonstrate exceptional oral and written communication skills with every client interaction
- Must possess working knowledge of Microsoft Office365 Suite of products, including, but not limited to Word, Excel, and SharePoint
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, 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!
