Title: Customer Care RepresentativeBase Range: $18/hr - $21/hrDuration: 2-month contractStart Date: 05/04/2026End Date: 06/26/2026Remote Flex: NO - On site 5 days/weekHours: 8:00am-9:30am start time (30-minute staggered start times) through 4pm-6pm (staggering end times based on start time). Each consultant will work 40 hours / week.Weekend Shift: Saturday 9am-1pm, and each contractor will work 2-3 Saturdays throughout the project's duration. If you are working a weekend/Saturday shift, you will work Monday - Thursday 9-hour days, will have Friday off, and will work the 4-hour shift on Saturday to get your full 40 hours.Must-Haves: High school diploma or GED1+ year of customer support/customer service experienceStrong reliability and dependability — on-time attendance and consistency are criticalComfortable working in a fast-paced, high-volume call environmentAbility to remain calm and professional with unhappy or frustrated callersWillingness to follow process, including asking required verification questionsBasic typing skills with the ability to multitask across systems while on callsComfortable working at a computer for the full shiftExperience with call center tools, online systems, or virtual learning environments is a plusPositive attitude and willingness to learn during trainingPlusses: Inbound/outbound call center experienceKey ResponsibilitiesHandle inbound customer calls related to the First Savings Bank integration into First Merchants BankAssist customers with new debit card activation, online banking setup and login support and the navigation of “new-to-them” banking products and servicesFollow defined scripts and required call steps to ensure compliance and consistencyFully verify customer identities and ask required security questions, even when customers are resistantDocument all calls accurately using internal systems and call logsIdentify listening cues for potential suggestive selling or service opportunitiesMaintain awareness of call queues and service levels while managing call flowMeet established Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and quality standardsAbility to work across multiple systems, screens, pages, and tabs simultaneouslyMicrosoft Teams and Microsoft Office applications used regularlyWork Environment & ExpectationsSedentary role — primarily seated at a computer throughout the dayNoisy call center environment with continuous phone activityNot a social or “out-and-about” role; focused, desk-based workCall volume is expected to be steady, with real-time visibility into calls waiting in queuePerformance is tracked through workforce management and quality monitoring toolsTrainingTraining is required and attendance is mandatoryRepresentatives will be trained on systems, scripts, required call steps, and customer scenarios related to the integrationCompensation: Exact compensation may vary based on several factors, including skills, experience, and education. Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.