Call Center Representative I

Peoples Bank • Merrillville, IN

18h

About The Position

The Customer Solutions Center (Call Center) Representative I provides high-quality service through phone and digital channels in a fast paced, multi-channel contact center. This role handles routine to moderately complex customer requests, supports internal teams, and ensures positive customer experience, while following established procedures and escalation guidelines.

Requirements

• High school diploma or equivalent required; an associate or bachelor's degree is preferred.
• Minimum one year work experience in a customer contact center environment with high call volume and multi‑channel support required.
• Minimum one year experience in retail banking, digital banking, or a financial services support role required.
• Working knowledge of online and mobile banking systems, core banking products, and basic account servicing processes needed to support routine customer requests.
• Strong customer service and communication skills, with the ability to clearly explain banking information across phone and digital channels.
• Solid problem‑solving abilities, including the capacity to troubleshoot routine issues and identify when escalations are needed.
• Comfortable working in a fast‑paced, multi‑tasking environment while maintaining accuracy and attention to detail.
• Proficient computer skills (i.e., Microsoft Word, Excel, Outlook, any other software, etc.).
• Proficient with CRM platforms, and digital banking tools; able to learn new systems quickly.
• Demonstrate ability to document interactions thoroughly and accurately while managing a steady workflow of customer inquiries.
• Professional, reliable, and able to build positive working relationships with customers, teammates, and internal teams.
• Works effectively on individual tasks and in team‑based workflows while exercising good judgment and protecting sensitive customer information.
• Strong organizational skills with the ability to prioritize tasks, manage interruptions, and maintain service quality.
• Self‑motivated, adaptable, and committed to contributing to a team culture focused on service excellence and continuous improvement.

Nice To Haves

• Basic understanding of banking procedures and customer service workflows, including introductory exposure to business or treasury‑related functions, preferred.

Responsibilities

• Provide ongoing relationship servicing by delivering clear information on account‑related inquiries, online enrollment features, and maintenance requests, while identifying opportunities to promote additional products and services.
• Serve as a primary point of contact for internal and external customer inquiries, requests using knowledge of bank products, services and systems.
• Resolve routine issues and escalate more complex concerns to the appropriate teams.
• Accurately document all customer interactions and maintain up to date records in internal CRM systems.
• Assist with daily operational tasks such as inbound/ outbound calls, messaging, and transaction monitoring.
• Ensure compliance with all policies, procedures and data security standards.
• Identify opportunities to enhance customer experience and promote appropriate products or services when applicable.
• Contribute to a team environment focused on service quality, efficiency, and continues improvement.
• Complete all assigned duties and other responsibilities as needed to support team and departmental goals.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 501-1,000 employees