Call Center Representative - Merrillville, IN - Peoples Bank

Job Summary

The Customer Solutions Center Representative is accountable for delivering best-in-class customer service via telephone and electronic channels in a fast-paced, multi-media contact center. The CSCR is accountable for working cross-functionally with other banking groups to maximize effectiveness and ensure a positive, productive customer experience in alignment with current business strategy and requirements. This position is located in Merrillville, IN.

Duties and Responsibilities

• Solve both internal and external customer inquiries, complaints and requests by using a single point of contact resolution utilizing solid knowledge of the bank's processes, procedures and electronic systems, while identifying potential systemic problems.
• Coordinate and assist in resolving deposit, loan, treasury management and other line-of-business related issues in response to customer inquiries, and escalate to the appropriate operational department contact for resolution.
• Provide on-going relationship servicing with current customers to maintain goodwill and gain additional business through promotion and cross-selling other bank products and services as appropriate to meet customer requirements and the bank's profitability goals.
• Provide in-depth information regarding account relate inquires, online enrollment features and maintenance requests related to the bank's products and services.
• Must have the ability to troubleshoot and assist clients with various online capabilities as well as communicating proper documentation to be sent in for various inquiries.
• Communicating with other departments, managers or vendors to resolve customer issues.
• Contacting customers and partners to gather information to make appropriate decisions
• Update customer files and records timely and accurately
• Communicate effectively and build successful working relationships with teammates, business partners and other employees
• Recommend new approaches, policies, and procedures to increase productivity and efficiency
• Responsible for identifying and mitigating fraud

Education and Experience

• College or University degree a plus.

• Two years of customer service, retail banking, or call center experience preferred.
• Knowledge of Deposit and Loan products and procedures.
• Spanish speaking is a plus.

Skills and Qualifications

• Proven organizational skills and demonstrated ability to prioritize and multi-task
• Demonstrated ability to resolve complicated issues as they arise
• Proficient computer skills (i.e., Microsoft Word, Excel, Outlook, any other mortgage software, etc.).
• Professional demeanor and interaction with all customers (internal and external).
• Effective interpersonal and communications (written and verbal) skills.
• Ability to work effectively in a team-oriented environment as well as independently.
• Must be a self-starter with the ability to work with minimal supervision while obtaining satisfactory results.
• Ability to pay attention to detail while handling a high volume of work with multiple interruptions.
• Ability to communicate effectively with supervisors, co-workers and customers, work independently and is self-motivated.
• Effective project management skills and the ability to proactively problem-solve.

ABOUT US

For over a century, Peoples Bank has served as a cornerstone of customer commitment, helping our communities thrive and continuously supporting our community members. Proudly bearing the Finward name as a Finward Company, our logo symbolizes our unwavering dedication to financial excellence, advanced technology, and elevating the customer journey.

Headquartered in Munster, Indiana, Peoples Bank offers an extensive array of consumer, business, and wealth management solutions, alongside cutting-edge digital banking services. With 26 conveniently located Peoples Banking Centers spread across Northwest Indiana and Chicagoland, we uphold a tradition of delivering top-notch performance to our valued residents.

At Peoples Bank, we are driven by a passion for fostering success within our customer base and communities. Anchored in our core values of Stability, Integrity, Community, and Excellence, we are committed to building strong partnerships with our customers and communities to help them achieve financial success. Through innovative engagement and technology, we ensure an exceptional customer experience at every turn.

Peoples is an Equal Opportunity Employer of women, minorities, protected veterans and individuals with disabilities.

Equal Housing Lender/Member FDIC