Job Description

Project Overview: This is a high-volume, computer-based call center role that requires strong attention to detail, dependability, and the ability to remain professional with frustrated or upset customers. Success in this role is driven by reliability, a positive attitude, and adherence to established procedures designed to protect both the customer and the bank.

Key Responsibilities

• Handle inbound customer calls related to the our client's integration into First Merchants Bank
• Assist customers with new debit card activation, online banking setup and login support and the navigation of “new-to-them” banking products and services
• Follow defined scripts and required call steps to ensure compliance and consistency
• Fully verify customer identities and ask required security questions, even when customers are resistant
• Document all calls accurately using internal systems and call logs
• Identify listening cues for potential suggestive selling or service opportunities
• Maintain awareness of call queues and service levels while managing call flow
• Meet established Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and quality standards
• Ability to work across multiple systems, screens, pages, and tabs simultaneously
• Microsoft Teams and Microsoft Office applications used regularly

Must-Haves:

• High school diploma or GED
• 1+ year of customer support/customer service experience
• Strong reliability and dependability — on-time attendance and consistency are critical
• Comfortable working in a fast-paced, high-volume call environment
• Ability to remain calm and professional with unhappy or frustrated callers
• Willingness to follow process, including asking required verification questions
• Basic typing skills with the ability to multitask across systems while on calls
• Comfortable working at a computer for the full shift
• Experience with call center tools, online systems, or virtual learning environments is a plus
• Positive attitude and willingness to learn during training

Compensation : $18/hour to $22/hour. Exact compensation may vary based on several factors, including skills, experience, and education.

Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.

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