Contact Center Representative

Job Title: Contact Center Representative Location: Covington, Indiana or Gifford, Illinois Company: The Fountain Trust Company Job Type: Full-Time The Fountain Trust Company, a community bank with 20 locations across west-central Indiana and east-central Illinois is seeking a motivated and detail-oriented professional to join our Contact Center team. The Contact Center Representative will be responsible for providing exceptional customer service to all incoming customer requests, questions, or concerns in a prompt, positive, and professional manner. This role involves assisting customers within the guidelines set by the Contact Center Department and properly authenticating callers. This is a full-time position that can be performed from our Covington, IN or Gifford, IL locations. Key Responsibilities: Customer Assistance: Serve as the first point of contact for all incoming calls, assisting customers with banking questions and resolving concerns after properly authenticating caller identity.Call Handling: Utilize appropriate on-hold, call transfer, and note-taking procedures to ensure seamless customer service.Customer Account Support: Accurately process requests such as account balance inquiries, transfer requests, stop payment orders, address changes, and other operational tasks within designated authority.Product Guidance: Provide customers with detailed information and guidance in all banking products and services.Electronic Services Support: Educate and assist customers with electronic banking services, including online banking, mobile banking, bill pay and debit card inquiries.Other Duties: Perform additional tasks and responsibilities as assigned by management. Required Skills and Qualifications: Communication Skills: Excellent telephone skills, including a professional speaking voice.Multi-tasking: Ability to multitask efficiently in a fast-paced environment.Attention to Detail: Strong attention to detail and excellent oral and written communication skills.Technology Proficiency: Proficiency with computer applications such as Outlook, Word, and Excel.Bilingual: Bilingual in Spanish is a plus. Education & Experience: Education: High school diploma required; associates degree preferred.Experience: At least one year of banking or customer service experience preferred. Previous experience in a call center environment is desirable. Why Join Us? At The Fountain Trust Company, we value integrity, community, and a customer-first mindset. By joining our team, you'll have the opportunity to grow professionally within a supportive, customer-focused organization. We offer competitive compensation, opportunities for career advancement, and the chance to make a real impact in the communities we serve. If you're ready to help make a difference and contribute to the success of a trusted community bank, apply today!