Business Service Center Advocate
About the role
Employee is responsible for handling calls from business clients of the bank to navigate their account pages, resolve issues relating to their “First Navigator” tool (used for payment, checks + balances, and wiring money between accounts) and ACH positive pay inquiries (a tool used for online transfers between bank accounts and B2B payments). Calls may also include assisting customers with resetting passwords.
Responsibilities
- Navigate client account pages and resolve issues with the “First Navigator” tool
- Handle ACH positive pay inquiries related to online transfers and B2B payments
- Assist customers with password resets
- Process an average of 25–40 calls per day
- Maintain call queue availability throughout the workday
- Use downtime between calls to check email or remain at the desk
Metrics
- Time in queue (limited)
- Quality team reviews 8 random calls per month for a 95% score based on criteria discussed during training
- Hold time: prefer to return to customers within 3 minutes
Skills
- Customer service
- Prior banking experience
Experience Level
Intermediate
Job Type & Location
Contract to Hire position based out of Hamilton, OH.
Pay
The pay range for this position is $16.00 – $18.00/hr. Individual compensation within this range will depend on qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.
Benefits
If eligible, benefits may include:
- Medical, dental & vision
- Critical illness, accident, and hospital coverage
- 401(k) retirement plan (pre-tax and Roth post-tax contributions)
- Life insurance (voluntary life & AD&D for employee and dependents)
- Short- and long-term disability
- Health spending account (HSA)
- Transportation benefits
- Employee assistance program
- Time off/leave (PTO, vacation, or sick leave)
Workplace Type
Fully onsite in Hamilton, OH.