Inbound Customer Service Center Representative I, Customer Service Center, South Bend, IN

1st Source; South Bend (IN); On-site; USD 38,000 - 54,000; Full time

Job summary

1st Source is seeking a Customer Service Representative to provide quality telephone-based service to clients, addressing inquiries and assisting with client needs. The role requires strong communication, problem solving, and a customer-first attitude.

Hours align with Center operations, Monday through Friday, with some flexibility for evenings and Saturdays. The position emphasizes attendance, compliance training, and collaboration with management to improve support for online and text banking

Qualifications

• 1+ year of banking experience preferred.
• Excellent communication skills for high-volume phone interactions.
• Ability to listen, ask targeted questions, and resolve customer needs.
• Familiarity with online banking, text banking, and IVR systems is a plus.
• Must be able to work a flexible schedule and maintain attendance.

Responsibilities

• Respond to external and internal customer inquiries by phone.
• Assist in evaluating and improving approaches to resolving client online banking issues.
• Provide efficient, responsive service to meet productivity metrics.
• Develop customer rapport and identify needs to expand relationships.
• Maintain knowledge of products, procedures and policies.

Skills

Banking experience

Team player

Communication skills

Problem solving

Time management

Respect and integrity

Bilingual English/Spanish

MS Office / Excel

Education

High School Diploma/GED

Tools

MS Office

Job description

Job Details

Posting Details

• Posted on November 5, 2026

Locations

Showing 1 location South Bend Main Office
100 N Michigan St
South Bend, IN 46601, USA

• On-site
• Customer Service Center
• Full-Time
• Requisition #: INBOU004426

Description

POSITION SUMMARY

To provide quality service to clients via telephone, responding to both internal and external customers, and assist in customer needs and problem resolution.

Center hours are Monday through Friday 8 a.m. to 8 p.m. and on Saturdays 9 a.m. to 1 p.m. Must be available to work a flexible schedule.

ESSENTIAL REQUIREMENTS

Accurately responds to both external and internal customer inquiries ensuring that all needs are met and handled appropriately during their initial contact. Assist Customer Service Center Management team to evaluate the current approach to resolving client online banking, text banking, and VRU accessibility issues. Make recommendations, based on IT training and experience, on improving current solutions and/or developing a program that will provide a consistent application of troubleshooting of technology issues. Responsible for servicing existing and potential customers via telephone inquiries. Ability to listen carefully, probe for additional details, and ask targeted questions to gather information. Exceeds customer expectations through the superior, consistent delivery of products and services with the objective of enhancing customer loyalty and expanding customer relationships. Learns and maintains a vast amount of knowledge pertainingto products, procedures, and policies. Uses knowledge to make effective recommendations to customers to resolve initial and additional needs. Provides efficient and responsive customer service to customers by maintaining an acceptable level of productivity as measured through established metrics, which includes(but are not limited to) schedule adherence, availability, and attendance. Effectively works individually and in a team environment. Develops customer rapport and discovers customer needs.

• Regular and predictable attendance is an essential requirement of the position.
• Completes compliance training as required. Understands all laws and regulations that apply to the position and complies with the requirements.
• Uses various computer systems for information gathering and/or troubleshooting as needed.
• Performs all other duties as assigned.
  

EXPERIENCE/SKILLS

• One (1) or more years of previous banking experience preferred.
• Ability to work in a team atmosphere.
• Excellent communication skills, within an environment of heavy phone-based interaction.
• Strong problem-solving skills.
• Strong organizational and time management skills to perform multiple tasks within a limited time frame.
• Ability to treat people with respect under all circumstances, instills trust in others, and upholds the values of the organization.
• Bilingual speaking (English/Spanish) preferred.
• Computer skills (Word and Excel); ability to navigate through various software and systems.

EDUCATIONHigh School Diploma/GED required.

TRAVEL REQUIREMENTSMinimal or occasional travel for meetings, projects or training as needed.

PHYSICAL DEMANDSThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.Reasonable accommodations may be made to enable individuals to perform the essential functions.

While performing the duties of this job, the employee is required to sit, stand and walk; use hands and fingers to operate keyboard and other office equipment; reach with hands and arms; and talk or hear. The employee is occasionally required to stoop or kneel. The employee may occasionally lift and/or move up to 10 pounds.

EQUIPMENTMS Office PC, fax, phone and standard office equipment.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.