Call Center - Customer Service Representative

Job Title: Client First Center Advocate I
Location: Greensburg, IN 47240
Openings: 4

• Initial Schedule:

  • Monday-Friday, 8:00 AM - 5:00 PM (first 6-8 weeks)

• Post-Conversion Schedule:

  • 12:00 PM - 8:00 PM

  • Rotational Saturdays (approximately 2-3 Saturdays every 8 weeks)

  • A weekday off will be provided during weeks that include Saturday work

• Shift Differential: Available once converted and assigned to late shift
  
  

• Onsite Requirement:

  • Onsite for the first 8-12 months

• Hybrid/Remote Opportunity:

  • Based on performance, candidates may be eligible to move to hybrid and potentially fully remote

  • Remote work approval is determined by management and dependent on home setup (reliable internet, dedicated workspace, childcare arrangements, etc.)

  • If performance or compliance issues arise while remote, the employee may be required to return onsite for up to 90 days

Residency Requirement: Candidates must live within a 60-mile radius of Greensburg, IN.

Client First Center Advocates are responsible for providing high-quality customer service through inbound calls and digital service channels. This role supports customers by answering questions, resolving issues, and ensuring a positive service experience in a fast-paced contact center environment.

• Call Volume: Approximately 50-60 inbound calls per day

• Outbound Calls: Rare

• Performance Focus: Emphasis on first-contact resolution and customer satisfaction rather than call length
  
  

• Respond to inbound customer inquiries related to banking products and services via phone and digital channels (email, chat, social media)

• Assist customers with:

  • Online banking support

  • Account balance and transaction questions

  • Debit card inquiries

  • Loan-related questions (as training progresses)

• Complete account transactions and maintenance activities accurately

• Research and resolve customer issues using internal tools and resources

• Identify potential sales opportunities and refer customers to appropriate internal partners

• Stay current on products, services, policies, and procedures

• Escalate complex issues as needed per department guidelines

• Strive for first-contact resolution on all inquiries
  
  

• Customer-service focused and highly coachable

• Comfortable handling a steady inbound call volume

• Detail-oriented with strong communication skills

• Backgrounds may include:

  • Call center experience

  • Retail, hospitality, front desk, or other in-person customer service roles

• Entry-level candidates are welcome

• Interview performance and ability to clearly explain past experience are key selection factors
  
  

• High school diploma or GED

• Demonstrated ability to provide excellent customer service

• Ability to meet performance standards and maintain scheduled availability
  
  

• Dedicated, distraction-free workspace

• Reliable high-speed internet

• Dependent care provided during working hours

• Ability to maintain availability during designated business hours

• Must remain within 60 miles of Greensburg, IN and notify leadership prior to relocation