Job Description

Title: Customer Care Representative

Locations: 9301 Innovation Dr, Daleville, IN 47334

Duration: 2-month contract (8 weeks)

• Start Date: 05/04/2026
• End Date: 06/26/2026

Remote Flex: NO - On site 5 days/week

Hours: 8:00am-9:30am start time (30-minute staggered start times) through 4pm-6pm (staggering end times based on start time). Each consultant will work 40 hours / week.

• 8, 8:30, 9,9:30 – 4, 4:30, 5, 5:30

Weekend Shift : Saturday 9am-1pm, and each contractor will work 2-3 Saturdays throughout the project's duration. If you are working a weekend/Saturday shift, you will work Monday - Thursday 9-hour days, will have Friday off, and will work the 4-hour shift on Saturday to get your full 40 hours.

• Will likely work only 2 Saturdays!
• Will be scheduled in advance so they will know when these Saturdays are hopefully within the first week of training!

Pay Rate : $18-22/hour depending on past experience

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

Plusses:

• Inbound/outbound call center experience

Project Overview

This role supports the First Savings Bank acquisition and full system integration into First Merchants Bank, occurring in May. During this phase, all First Savings Bank customers will transition to FMB systems, products, and processes. This position plays a critical role in ensuring a smooth customer experience during that transition. The Customer Support Representative serves as a front-line contact for customers navigating changes related to the acquisition. This includes assisting with new debit cards, activation, online banking setup, login issues, and general account-related questions. 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 First Savings Bank 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

Work Environment & Expectations

• Sedentary role — primarily seated at a computer throughout the day
• Noisy call center environment with continuous phone activity
• Not a social or “out-and-about” role; focused, desk-based work
• Call volume is expected to be steady, with real-time visibility into calls waiting in queue
• Performance is tracked through workforce management and quality monitoring tools

Training

• Training is required and attendance is mandatory
• Representatives will be trained on systems, scripts, required call steps, and customer scenarios related to the integration

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