Job Description

Title: Customer Care Representative

Base Range: $18/hr - $21/hr

Duration: 2-month contract

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.

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.

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

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

Compensation: Exact compensation may vary based on several factors, including skills, experience, and education. Benefit packages for this role will start on the 1st 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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