Customer Service Escalation Representative

Position Summary

We are seeking a customer-focused and technically savvy Customer Service & Online Banking Support Representative to provide phone and chat support for online and mobile banking customers. This role is responsible for assisting customers with digital banking services, technical troubleshooting, account access issues, enrollments, and general product inquiries while delivering an exceptional customer experience.

Key Responsibilities

• Provide professional phone and chat support for customers using online and mobile banking services.
• Aid customers with account access issues, password resets, login problems, and enrollment support.
• Troubleshoot online and mobile banking issues and guide customers through resolution steps.
• Support customers with transaction history inquiries, internal transfers, eStatements, profile updates, secure messaging, and mobile app downloads.
• Research and resolve customer issues related to enrollment errors, login failures, transaction issues, billing inquiries, and account alerts.
• Assist with authentication, account security, and access-related concerns.
• Answer questions regarding banking products, services, and digital banking features.
• Escalate customer complaints and complex issues according to established procedures.
• Complete administrative duties including manual enrollments, enrollment audits, exception report cleanup, and follow-up activities.
• Support customers through system conversion-related inquiries and transitions.

Required Qualifications

• 1-2 years of experience in customer service, help desk, technical support, retail support, or a related field.
• Strong customer service skills with the ability to work effectively with a diverse customer base.
• Basic IT, technical troubleshooting, information security, fraud prevention, or related technical experience.
• Excellent verbal and written communication skills.
• Strong computer proficiency and ability to navigate multiple systems simultaneously.
• Ability to research information quickly and provide accurate solutions.
• Minimum typing speed of 25 WPM.

Preferred Qualifications

• Experience in a call center, banking, financial services, or technical support environment.
• Familiarity with online banking, mobile applications, authentication, and security processes.
• Experience handling fraud-related or security-related customer inquiries.

Top Skills

• Customer Service
• Technical Troubleshooting
• Help Desk Support
• Online & Mobile Banking Support
• Information Security Awareness
• Communication Skills
• Problem Solving
• Computer Proficiency

Work Schedule

Multiple Shifts Available: 8:00 AM – 5:00 PM, 9:00 AM – 6:00 PM, 10:00 AM – 7:00 PM

About TEKsystems

TEKsystems is a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution, and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe, and Asia, who partner with us for our scale, full-stack capabilities, and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. About TEKsystems And TEKsystems Global Services We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution, and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe, and Asia, who partner with us for our scale, full-stack capabilities, and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com. The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records. Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.