Client Solutions Center Research Intern

Description

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

Minimum Qualifications:

• Current college enrollment in related major/field of study
• You must be authorized to work int eh US without sponsorship. Relocation expenses are not provided.

Responsibilities

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.

Qualifications

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

Minimum Qualifications:

• Current college enrollment in related major/field of study
• You must be authorized to work int eh US without sponsorship. Relocation expenses are not provided.