Financial Customer Service Representative

About the role

A leading financial services organization is seeking Customer Complaint Resolution Representatives to support customers with concerns related to consumer banking, lending, and financial products. In this role, you will make outbound calls to customers, gather and update account information, research issues, and help resolve customer complaints.

Responsibilities

• Make outbound calls to customers regarding account inquiries and complaints
• Research and resolve escalated customer concerns
• Update customer information and request necessary documentation
• Review transactions, applications, and account activity to identify issues
• Process corrective actions and account updates
• Document findings, resolutions, and potential risks accurately
• Communicate with customers and internal business partners to ensure timely resolution
• Handle multiple cases simultaneously while meeting quality and service standards
• Collaborate with team members and cross-functional departments
• Support remediation and special project work as needed

Requirements

• High School Diploma or equivalent
• 3+ years of customer service experience
• Experience working in a financial services, banking, lending, or related environment
• Strong verbal and written communication skills
• Ability to manage difficult conversations and de-escalate customer concerns
• Strong organizational and multitasking abilities
• Prioritized reliability, accountability, and attendance

Preferred Qualifications

• Call center experience
• Banking, mortgage, auto finance, lending, or account resolution experience
• Experience in operations, underwriting, quality assurance, or compliance within the financial industry
• Previous branch banking or community banking experience
• Experience handling escalated customer complaints
• Strong problem-solving and investigative skills

What We Offer

• Long-term contract opportunity with potential for career growth
• Hybrid work environment after training
• Consistent weekday schedule
• Free onsite parking
• Valuable experience with a leading financial services organization