• Job Description

  Req#: 17698

  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

  Job Summary

  The TM Service Specialist will work directly with Treasury Management client and internal associates to provide first point of contact service and support to TM service needs. As first point of contact, this position will be responsible for the assessment of need, determine best approach to address clients concern, and work with the client to remedy any issues associated with the TM services. This position will focus on issues resolution and high client satisfaction as well as escalation of concerns when immediate servicing needs cannot be accomplished. Addressing clients service needs with high quality is the best method to maintain a lasting relationship with many of Old National Banks most valued clients. Treasury Management Service Specialist is a key role in our client retention strategy.

  Salary Range

  The salary range for this position is $22.00/Hr. - $34.00/Hr. Final compensation will be determined by location, skills, experience, qualifications and the career level at which the position is filled.

  Key Accountabilities

  Quick Client Issue Resolution:

  • Rapid understanding of the client’s reason for contacting TM Service & Support
  • Ability to set proper expectations for client on problem resolution
  • Own the clients request through resolution

  High Quality Client Service:

  • High proficiency on Treasury Management products and services.
  • High technical aptitude of Treasury Management products
  • Resolve client issue on first contact
  • Where first contact resolution cannot be performed set appropriate expectations with client on resolution
  • Maintain documentation on each client interaction in order to track client satisfaction and use as historical record of each client encounter

  Relationship Cultivation

  • Provide training as needed for existing clients to ensure optimal use of TM Services
  • Perform existing client maintenance and configuration change
  • Present cross sell opportunities to Treasury Management Consultants as appropriate

  Key Competencies for Position

  • Communication – Effectively shares information and ideas with individuals and groups; displays self-awareness and self-management, tailors the delivery to the audience, and selects suitable delivery method(s).
  • Gain Acceptance – Uses appropriate interpersonal styles and techniques to gain acceptance of ideas or plans; modifies one's own behavior to accommodate tasks, situations and individuals involved.
  • Collaboration: Actively seeks, develops and maintains trusted relationships with others to achieve business goals and objectives.

  Execution Leadership

  • Drive and Execution - Committed to achieving established goals, overcoming obstacles, and continuously learning to improve performance
  • Planning and Organizing - Ability to determine a course of action, set and manage priorities, and ensure optimal resources to achieve individual and/or team objectives.
  • Attention to Detail - Completes work thoroughly and accurately; pursues quality in accomplishing task
  • Problem Solving/Decision Making - Seeks to identify what caused the issue; incorporates input from multiple sources (e.g., lines of business, subject matter experts, data, policies, procedures, etc.) to ensure effective action and shared ownership; decisions are sound based on what was known at the time and are based on a blend of analysis, wisdom, experience, and judgement.

  Client Leadership

  • Client Leadership - Puts the client at the forefront of everything they do; continually seeks firsthand client information and perspective and uses this insight to shape one's own behaviors and actions to delight and engage internal and external clients; makes and maintains long-term relationships with clients.

  Qualifications and Education Requirements

  • Strong knowledge of Treasury Management products and services
  • Proven ability to troubleshoot hardware and software issues
  • Ability to communicate with business clients on complex technical solutions
  • 3-5 years of experience in business banking products and services
  • Proficient in using internet browsers
  • Strong attention to detail
  • Works independently using standard practices and procedures

  Key Measures of Success/Key Deliverables:

  • Achieve defined client retention goals through strong client service
  • Strive for 100% client satisfaction with each client interaction
  • Client problem resolution on first contact

  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!

• About the company

  Old National Bank is an American regional bank with nearly 200 retail branches operated by Old National Bancorp and based in Evansville, Indiana.

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