Financial Contact Center Representative

About the role

This position supports customer service for bank customers. This role requires you to interact with hundreds of customers each week across the country to resolve support issues and ensure a best-in-class customer experience. You will need to be confident, fully engaged, a team player, and dedicated to bringing a positive and enthusiastic outlook to work each day.

Responsibilities

• Handle inbound calls, emails, and live chats in a professional and timely manner
• Understand customer needs and provide accurate, effective solutions
• Escalate complex issues to appropriate teams when necessary
• Ensure first-call resolution through active listening and problem-solving
• Follow client-specific procedures and maintain a courteous approach at all times
• Use internal knowledge bases and training to answer customer questions
• Maintain accurate and detailed records in CRM systems
• Handle financial inquiries with strict adherence to confidentiality and compliance standards
• Follow all scripts, policies, and procedures
• Maintain attendance and training requirements consistently

Qualifications

• Must be 18 years or older
• High School Diploma or equivalent required
• Minimum 3 years of experience in a call center environment
• At least 1 year in a customer service role
• Ability to multitask across multiple systems while on calls
• Typing speed of 30–45 WPM
• Fluent in English (spoken and written)
• Comfortable with Windows PC applications and able to learn new systems
• Basic proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook, SharePoint)
• Strong organizational, written, and verbal communication skills
• Customer-focused with empathy, patience, and responsiveness
• Reliable and punctual with a strong work ethic
• Skilled in conflict resolution and decision-making
• Able to thrive in a fast-paced, dynamic environment
• Excellent interpersonal skills and a collaborative mindset