Client Solutions Center Research Intern

Minimum Hourly Rate:

$19.00

Recognizing and valuing diversity strengthens our ability to attract, retain and engage associates and reinforces our relationship within our communities. Our associates are the most valuable asset we have. The collective sum of the individual differences, life experiences, knowledge and talent that our associates invest in their work represents a significant part of not only our culture, but our reputation and company’s achievement as well.

A Centier Associate is someone who embodies a servant heart, is unaccepting of anything less than remarkable service, and is self-motivated and driven to deliver exceptional results.

What are our values?  Our Corporate values are Caring, Loyalty, Integrity, Friendship, Fun....who wouldn't want to work for an AWARD-WINNING company that's built on these pillars?

What about the perks?  Access to our Marathon Health Clinics which provide FREE visits & prescriptions, Generous Paid Time Off benefit, Tuition Reimbursement, 401K match, Associate Stock Ownership Plan, Daycare Reimbursement, FREE Onsite Fitness Center/Fitness Reimbursements, Health and Wellness Programs, the ability to have a voice with our Diversity/Equity/Inclusion Council, Career Growth, Work/Life Balance, AND MORE.

Centier Bank’s Summer Internship Program is designed to help college students develop technical skills, business acumen, and leadership abilities while experiencing the dynamic world of community banking. This 12-week program, beginning in May, provides a well-rounded, hands-on experience that includes:

• Program mentor for guidance throughout the internship
• Leadership panels with department heads
• Networking lunches with peers
• Multiple professional development workshops
• Capstone project presented to senior leadership
• National Intern Day celebration
• Opportunities to volunteer and serve the community
• Social events with fellow interns

Our program provides the foundational skills, support, and exposure needed to explore a long-term career with Centier Bank, all within a values-driven, supportive environment.

Internships require up to 40 hours a week and would work at various Centier Bank locations in Lake and Porter County. This is a paid internship.

Summary: The Client Solutions Center Research Intern will assist with collecting, analyzing, and interpreting data related to the Client Solutions Center’s performance, client satisfaction, and service quality. They will work closely with the Leadership team to support ongoing projects to improve operational efficiencies and contribute to the team’s mission and vision.

Essential Duties and Responsibilities:

• Assist in gathering and analyzing Contact Center data, including client surveys, CRM interactions, call monitoring scores, call metrics (e.g., call volume, speed to answer, handling time, etc.) and agent performance.
• Support projects related to client experience and service quality, helping to identify areas for improvement.
• Assist in designing post call feedback surveys to collect valuable insights.
• Help prepare regular reports and presentations based on research findings, highlighting trends and key insights.
• Conduct research on industry’s best practices and competitor Contact Center operations, including online new account client experience, to benchmark performance and identify new strategies.
• Collaborate with other departments to suggest process improvements based on research findings to enhance client experience and department efficiency.
• Maintain accurate records of research findings and project documentation.
• Follow Centier’s Mission, Essentials of Excellence and Value in all interactions.

Other Duties and Responsibilities:

• The position responsibilities outlined above are not meant to be construed as encompassing.  Other duties, responsibilities and qualifications may be required and/or assigned, as necessary.

Knowledge, Skills, and Abilities:

• Excellent interpersonal, communication, and organizational skills
• Self-starter, motivated, and looking to provide value in all activities
• Ability to learn new information quickly
• Strong analytical and technical skills
• Demonstrated ability to work within a team environment.
• High attention to detail to ensure accuracy
• Comfortable working in a fast-paced environment
• Excellent time management skills
• Excellent follow-up skills