Client Care Supervisor

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.

This role leads a team responsible for handling inbound client interactions related to Old National products and services, ensuring a positive and consistent client experience. The position is accountable for team performance through effective coaching, timely feedback, and a focus on quality, efficiency, and service standards. The leader supports the development and engagement of team members, addresses performance and conduct issues as needed, and participates in hiring to build a strong, capable team. The role also manages escalated client concerns, resolves service issues, and ensures appropriate documentation and adherence to standards.

This is a salaried position with core hours of Monday - Friday, 8am to 4:30pm, and a monthly rotation for a Saturday shift (7am to noon).

Key Accountabilities

Key Accountability 1: Operational Oversight & Client Service Excellence

Provide direct oversight of daily inbound operations supporting Old National products and services.
• Support escalated interactions, research client complaints, and address instances of poor service.
• Document client and associate interactions requiring future reference.
• Support and educate clients and team members on Old National products and services.
• Address situations involving conflict and sensitivity with professionalism and discretion.

Key Accountability 2: Performance Management, Quality & Coaching

• Own accountability for meeting team performance measurements.
• Deliver timely feedback related to quality and efficiency.
• Coach team members to individual needs and identify or provide additional training when required.
• Monitor performance trends and reinforce service and quality standards.

Key Accountability 3: People Leadership, Talent Development & Staffing

• Drive the growth and development of team members through ongoing coaching and support.
• Address all disciplinary situations in a timely manner in partnership with HR.
• Conduct interviews and make hiring recommendations to support staffing initiatives.

Key Competencies for Position

• Develops Talent - Develops team members' effectiveness in their current and future roles through development activities. Identifies issues, continuously provides coaching, mentoring, feedback and support to aid in building trust, development and promotability. Identifies the right people for the right role while leveraging diversity.
• Promotes Change - Drives change within team. Communicates what needs to change, why and impact of change. Demonstrates agility while engaging team members to gain insight and ensure acceptance while deploying others to implement new solutions. Proactively recognizes a need and takes accountability for implementing an improvement and/or change. Drives changes by encouraging team to think creatively and act differently to enhance client, community and shareholder value.
• Compelling Communication - Seeks to understand the strategy first and then offer context to your team providing relevant information in a transparent and concise way. Listens carefully to concerns and acknowledges the situation and the feelings expressed to build trust and overcome resistance.
• Makes Decisions & Solves Problems - Collaborates and seeks to identify what caused the issue, comparing data from different sources within Old National to draw conclusions. Implements appropriate solutions and evaluates results within team.
• Delights Clients - Supports an environment for passionately serving internal/external clients with excellence. Understands data, metrics and/or financial information and how they tie to business outcomes related to client, team and business area.

Qualifications and Education Requirements

• Education: College degree preferred
• 7+ years of relevant experience with 2-3 years supervisory experience in a contact center environment
• Experienced in coaching for performance and utilization of SMART goals
• Ability to prioritize and handle multiple tasks in a fast paced and complex atmosphere
• Desire to learn, work, and manage within designated financial service platforms
• Possess good working knowledge of banking concepts and back-office operations
• Knowledge of contact center functions and delivery of strong Customer Service
• Positive attitude and value-based outlook
• Strong written and verbal communication skills are required
• Proficient in Microsoft Office

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!