Desk Agent

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.

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.

The salary range for this position is $18.25/Hr.

- $29.75/Hr.. Final salary will be determined based on factors such as location, experience, skills and qualifications.

• 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

• 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…