Join Mercantile Bank as a Full-Time Call Center Manager in Alma, Michigan, where your passion for customer service excellence will have a direct impact on our clients and team! This role offers the thrilling opportunity to lead a dynamic team while focusing on process improvement and communication strategies. You'll leverage your banking knowledge and strategic mindset to drive results in a collaborative and energetic environment.\n

Primary responsibilities:\n\nLead and provide guidance to the Call Center team, ensuring high levels of customer satisfaction.\nBe innovative and strategic in creating and implementing processes and procedures that increase efficiencies within the team.\nCollaborate with cross functional teams to ensure a seamless customer experience and problem resolutions.\n\n

The anticipated salary for this role ranges from $55,000 to $65,000, offering competitive compensation for a position that emphasizes growth and innovation. If you're ready to embrace a culture of problem-solving and inclusivity, apply now and become a key player in shaping the future of customer service at Mercantile Bank!\n

A little about us \n

Mercantile Bank was created with a goal to deliver financial solutions that empower people and businesses to achieve their dreams, while bettering the lives of its employees and their communities. We have grown from a humble idea to over 40 locations, 5.6 billion in total assets, and 700 employees. Our values remain at the heart of everything we do - through inclusivity, innovation, and collaboration, we achieve excellence every day. We are accountable not only to our customers, but to our employees and the communities in which we serve. We are proud to invest in our people and our communities, and our employees show their integrity in every interaction. We strongly believe that embracing human diversity makes us a better bank. We know it makes us better people.\n

You'll be rewarded for your expertise through competitive compensation, bonus programs, and best-in-class benefit options, such multiple Medical, Dental and Vision plans to choose from, Company Paid Life Insurance of 3 times your annual salary, Health Savings Account, Flexible Spending Account, 3 weeks' vacation, sick time to care for yourself and your family, 11 paid holidays and a Giving Day to do work that you are passionate about in the community. We also offer Employee Assistance Program (EAP), Adoption and IVF Assistance, and a Fitness Equipment Purchase Plan.\n

Investing in your financial wellness and career development is also important to us. We provide 401(k) match at 100% up to the first 5% of your contribution Employee Stock Purchase Plan, 529 College Savings Plans, Discounted bank services, Legal protection, Tuition Reimbursement, Exceptional training, and development opportunities tailored to your career interests and goals.\n

Your day to day as a Call Center Manager\n

As the Call Center Manager at Mercantile Bank, you will play a pivotal role in ensuring exceptional customer service delivery by strategically planning and implementing effective call center operations. You'll supervise and coach a dedicated team while enhancing systems and processes to optimize performance. Your extensive banking knowledge will equip you to clearly communicate essential information and instructions, both in-person and through various communication channels. Focused on continuous improvement, you will set departmental goals, establish revenue and referral targets, and mentor staff to build strong customer relationships and effectively promote our deposit and digital products.\n

You'll oversee daily operations and ensure a seamless customer experience across all delivery channels, working closely with various teams, including the Branch network, Digital Branch, Branch Support and Live ATM. Your leadership will involve identifying performance improvement opportunities, managing compliance with policies, and representing the bank in the community, all while fostering a high-performance culture that values collaboration and innovation.\n

What we're looking for in a Call Center Manager\n

To thrive as a Call Center Manager at Mercantile Bank, you will need a blend of experience, education, and skill sets tailored for success in a dynamic banking environment. A minimum of three years of related banking experience, particularly in customer service, is essential. Strong computer skills will support your ability to adapt and optimize various software and tools. Effective communication is crucial, as you will need to clearly relay processes and procedures to team members.\n

Being an adept multitasker will enable you to meet multiple deadlines in a fast-paced setting. Having a two-year college degree or equivalent specialized training will provide a foundation for your role. Preferred candidates will have experience in leading teams, excellent problem-resolution skills, and a customer-centered mindset. You should exhibit innovative thinking to drive continuous improvement, possess analytical and sales abilities, and demonstrate exceptional verbal and written communication skills to engage effectively with both staff and customers.\n

A little more about the office and hours\n

Our Alma, Michigan office is currently undergoing renovations. The team will be working from our Parkland office in Mount Pleasant or working remotely until the project is complete. The office renovation will include new office furniture and technology with sit to stand desks and beautiful d\u00e9cor.\n

As a Call Center Manager, your standard work schedule would be Monday thru Friday 8:00 am to 5:00 pm. However, you will need to provide support as needed for the team that works Monday thru Friday until 6:00 pm and Saturday from 9:00 am to 1:00 pm.