Senior Customer Service Representative
Customer Service & Online Banking Support 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.
- Assist 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.
- Able 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
Job Type & Location
This is a Contract to Hire position based out of Honolulu, HI.
Pay And Benefits
The pay range for this position is $20.00 - $24.00/hr.
Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.
If eligible, the benefits available for this temporary role may include the following:
Medical, dental & vision
Critical Illness, Accident, and Hospital
401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
Life Insurance (Voluntary Life & AD&D for the 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)
About TEKsystems
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership.
About 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.
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.