West Central Indiana Job Board

Customer Engagement Specialist - eBranch

Posted: 05/03/2023

The eBranch Customer Engagement Specialist (CES) provides excellent service to Terre Haute Savings Bank customers through various communication channels by conducting appropriate transactions and research, assisting customers until a final resolution has been met.


  • Answer every call that come into the bank, facilitating smooth transfers of incoming customer calls to appropriate departments and/or bank personnel when necessary.
  • Process and maintain electronic debit card, ATM card records.
  • Assist customers with various issues regarding debit cards and ATM cards, including limit raises, add travel notices, and transaction denials.
  • Assist customers who have had unauthorized activity on their account and debit cards.
  • Process and maintain all Online Banking, Bill Pay, and Mobile Banking records.
  • Troubleshoot various issues relating to all Online Banking products, including but not limited to password resets, Bill Pay research, Mobile Deposit, External Funds Transfer, and eStatements.
  • Perform account research for customers who feel they have an error within their account.
  • Perform account and personal record maintenance.
  • Perform transfers between deposit accounts and process loan payments.


  • High school diploma or GED required.
  • Consent to and pass a pre-employment drug screen and background checks.
  • Cash handling or sales experience.
  • Prior customer service experience.
  • Excellent customer service skills.
  • Excellent written and verbal communication skills.
  • Must have critical thinking abilities.
  • Must be able to handle challenging phone calls from disgruntled customers calmly and professionally.
  • Must be able to sort through all angles of a problem and come to a reasonable resolution.
  • The ability to prioritize and make on-the-spot decisions regarding customer requests, weighing customer satisfaction issues against potential bank exposure to loss or fraud.
  • Familiar with all departments and various personnel in departments to facilitate transferring a call to the appropriate person.
  • Mathematical skills.
  • In-depth knowledge of all bank deposit products and policies.
  • Ability to work in a fast-paced environment.
  • Ability to work well under pressure.
  • High degree of accuracy.
  • Must have the ability to multi-task.
  • Strong ability to file, sort and organize various forms and customer records.
  • Ability to comfortably use Microsoft Office Suite.

The Hometown Savings Bank is an Equal Opportunity Employer

Job Type: Full-time

Pay: From $16.00 per hour


  • 401(k)
  • 401(k) matching
  • Dental insurance
  • Health insurance
  • Paid time off
  • Vision insurance


  • 8 hour shift

Weekly day range:

  • Monday to Friday
  • Weekend availability

Work setting:

  • In-person


  • High school or equivalent (Required)


  • Customer service: 1 year (Required)
  • Banking: 1 year (Preferred)
  • Call center: 1 year (Preferred)

Work Location: In person

To apply, visit https://www.thsb.com/home/about-us/careers