Careerscape is recruiting on behalf of our client, a national bank, for a Customer Support Representative to join their member services team. This is a great opportunity for a service-minded professional to support customers with everyday banking needs while working fully remote for a well-established financial institution.
Day to day, you will field inbound calls, chats, and emails from account holders, walking them through account questions, card issues, online banking troubleshooting, and general inquiries with patience and accuracy. People who thrive in this role are calm under pressure, enjoy problem-solving, communicate clearly, and take pride in leaving every customer better off than when they called.
Responsibilities
Respond to inbound customer calls, emails, and chats regarding accounts, cards, and online banking
Research and resolve account discrepancies, billing questions, and transaction disputes
Educate customers on bank products, services, and digital banking tools
Accurately document customer interactions and case details in the CRM system
Escalate complex issues to the appropriate department while maintaining ownership of the customer relationship
Meet or exceed individual and team service level, quality, and call handling goals
Follow all bank compliance, privacy, and security procedures during customer interactions
Identify opportunities to introduce customers to additional bank products and services
Partner with team leads to continuously improve customer satisfaction scores
Stay current on policy, product, and system updates through ongoing training
Requirements
High school diploma or equivalent required, some college preferred
Prior customer service, call center, or banking experience preferred
Strong verbal and written communication skills
Comfortable navigating multiple computer systems and software simultaneously
Ability to remain patient and professional in a fast-paced, high-volume environment
Reliable high-speed internet connection and a quiet, dedicated home workspace
Availability to work scheduled shifts, including some evenings or weekends
Basic math and account reconciliation skills
Ability to pass a background check and credit check as required for banking roles
Benefits
Medical, dental, and vision insurance
401k plan with company match
Paid time off and paid holidays
Fully remote position with company-provided equipment
Paid training and ongoing professional development