We are seeking a Customer Service Representative to support inbound and outbound client calls in a fast-paced banking call center environment. This role is responsible for delivering high-quality customer service while handling account inquiries, transactions, and issue resolution in compliance with banking regulations and internal policies.
Responsibilities
Handle high-volume inbound customer calls regarding account balances, transactions, payments, and general banking inquiries Resolve customer issues efficiently while maintaining a high level of professionalism and accuracy Educate customers on banking products and digital tools (online banking, mobile apps, bill pay) Process routine account maintenance requests (address updates, card replacements, account changes) Identify potential fraud or suspicious activity and escalate per protocol Document all interactions accurately in CRM and core banking systems Meet performance metrics including call quality, handle time, and customer satisfaction Maintain compliance with regulatory standards including KYC, privacy, and security policies Qualifications
High school diploma or equivalent (Associate’s or Bachelor’s preferred) 1+ year of customer service or call center experience (banking or financial services preferred) Strong verbal communication and active listening skills Ability to multitask while navigating multiple systems
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Handle high-volume inbound customer calls regarding account balances, transactions, payments, and general banking inquiries Resolve customer issues efficiently while maintaining a high level of professionalism and accuracy Educate customers on banking products and digital tools (online banking, mobile apps, bill pay) Process routine account maintenance requests (address updates, card replacements, account changes) Identify potential fraud or suspicious activity and escalate per protocol Document all interactions accurately in CRM and core banking systems Meet performance metrics including call quality, handle time, and customer satisfaction Maintain compliance with regulatory standards including KYC, privacy, and security policies Qualifications
High school diploma or equivalent (Associate’s or Bachelor’s preferred) 1+ year of customer service or call center experience (banking or financial services preferred) Strong verbal communication and active listening skills Ability to multitask while navigating multiple systems
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