Customer Care Representative

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.