Customer Care Digital Specialist

First Merchants Bank is seeking a Customer Care Digital Specialist to join our team! This position will be a high performing and knowledgeable team member who can identify and respond to the customer's needs and provide an experience that exceeds the customer's expectations.

As part of this role you will:

• Deliver timely, accurate, and professional support to customers through digital service channels, including online banking secure messages, live chat, and customer service email.
• Serve as the primary responder for digital inquiries, ensuring consistent quality, proper authentication, and adherence to servicelevel expectations.
• Provide backup support to teams by assisting with inbound and outbound call campaigns, resolving customer inquiries, and supporting peakvolume periods as needed.
• Effectively deescalate customer situations by demonstrating patience, empathy, and strong problemsolving skills across all written and chatbased interactions.
• Guide customers through digital troubleshooting, online navigation, and use of bank tools, applications, and selfservice resources.
• Review and analyze customer accounts to provide clear updates, accurate information, and proactive support across a variety of banking needs.
• Research, resolve, and document complex or elevated customer issues, ensuring accuracy and efficient followthrough.
• Collaborate with team members, leadership, and crossfunctional partners to enhance service delivery, improve processes, and support continuous improvement initiatives.
• Support wholebank sales and service goals by identifying customer needs, recommending appropriate products, and making quality referrals to banking partners.
• Leverage system prompts, customer insights, and digital engagement cues to proactively recommend products and services that align with customer goals.
• Maintain comprehensive knowledge of bank products, services, digital tools, and referral processes to ensure customers receive wellrounded support.
• Demonstrate exceptional customer service and professionalism, including:
  
  
  
  • Strong written communication skills with clear, professional, and customerfriendly tone across chat, email, and secure messages.
  • Ability to understand customer needs through text and respond with empathy, accuracy, and sound judgment.
  • Skilled at managing multiple digital conversations concurrently while maintaining quality and attention to detail.
  • Adaptable and comfortable working in a fastpaced, technologydriven environment.
  • Confident navigating multiple systems, tools, and digital platforms.
  • Able to work independently while contributing positively to a collaborative team environment.
  
  
  
  

To be successful in this position, we require the following:

• High school diploma or equivalent (GED).
• Two (2) years of experience in a customer service role, with at least one (1) year in a digital support role; OR one (1) year of experience in the First Merchants Customer Care Center and successful completion of the appropriate skills assessment.

The following would be a plus:

• Demonstrated success in resolving advanced or complex issues within digital service channels (chat, secure messages, email).

First Merchants offers the following:

• Base Pay PLUS Bonuses
• Medical, Dental and Vision Insurance
• 401k
• Health Savings and Flexible Spending Accounts
• Vacation/Sick Time
• Paid Holidays
• Paid Parental Leave
• Tuition Reimbursement
• Additional Benefits

A little about us:

First Merchants is guided by a genuine philosophy of being a meaningful place to work and having a prosperous impact across all walks of life throughout the communities we serve, including consumers, businesses and other organizations. Our Vision, Mission and Team statement reflect and reinforce that authentic service philosophy.

Our Vision is:

To enhance the financial wellness of the diverse communities we serve.

Our Mission is:

To be the most responsive, knowledgeable, and high-performing financial organization for our clients, teammates, and shareholders.

Our Team:

"We are a collection of dynamic colleagues with diverse experiences and perspectives who share a passion for positively impacting lives. We are genuinely committed to attracting and engaging teammates of diverse backgrounds. We believe in the power of inclusion and belonging."

Apply today to begin your career with us!