Team Lead, Customer Care Center

First Merchants Bank is seeking a Team Lead for the Customer Care Center. This position will provide leadership support to the Customer Care team. Assist, observe and coach others in delivering personalized service to support the needs and relationship of our clients. Support the Customer Care leadership team with leadership and administrative duties including implementation and measurement of department plans and goals.

Essential Duties and Responsibilities:

1. Provide clear and concise direction, support and guidance to the team through coaching and leadership. Assist the leadership team through regular employee interaction, addressing performance issues according to the company’s policies and procedures.


2. Assist with the delivery of all departmental KPI’s, achieving set targets and objectives.


3. Challenge processes and procedures, identify and implement improvements to enhance the customer experience or improve operational efficiency.


4. Build effective relationships with other teams and departments. Communicate all information clearly and in a timely manner.


5. Act as a role model to others whilst striving to achieve high standards of performance and customer service.


6. Ensure full adherence to the company’s policies and procedures.


7. Serve as a subject matter expert exhibiting advanced skills and knowledge of the company’s products and services.


8. Perform all Customer Care Center essential functions including serving as a point of escalation if needed.    

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

• High school diploma or equivalent (GED).


• A minimum of three (3) years of experience in a customer service role, with a minimum of one (1) year in a call center or bank/financial services environment; OR two (2) years of experience in the First Merchants Customer Care Center and completion of appropriate skills assessment.

Preferred Requirements:

• Associates degree.


• Additional related training or certifications.


• Some experience in banking or financial services.


• Demonstrated ability to handle more complex customer service needs.


• Experience coaching and/or leading others.

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!