Call Center Representative I

Peoples Bank•Merrillville, IN

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
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

an associate or bachelor's degree is preferred.
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.