Customer Service Specialist I - Customer Service Center

1. About Our Client:

The organization operates in the banking industry, addressing customer needs related to banking products and services through its call center. It focuses on delivering professional and courteous support while adhering to regulatory requirements and internal standards. The program emphasizes digital banking and customer service excellence across multiple platforms, supporting a range of banking products including deposits, loans, and debit card services.

2. About the Opportunity:

The Customer Service Specialist I is responsible for managing customer interactions related to banking products and services within the call center. This role serves as a primary contact for customers, ensuring inquiries are resolved promptly and professionally while meeting established service levels. The position contributes to customer satisfaction by providing accurate information, handling transactions, and supporting digital banking services, all while maintaining compliance with banking regulations and internal policies.

3. Responsibilities:

• Handle inbound calls covering account inquiries, product information, digital services, debit card processing, and bank policies

• Resolve customer issues independently using provided training and reference materials

• De-escalate difficult situations or escalate to supervisors when necessary

• Take ownership of customer requests and follow through to resolution

• Assist customers with various computing platforms including Apple and Android devices

• Complete transactions and correct account information by coordinating with relevant business partners

• Attend weekly quality review and monthly departmental meetings for ongoing development

• Adhere to call center metrics including calls handled, schedule adherence, call quality, and customer satisfaction

• Maintain knowledge of banking products such as deposits, loans, and digital services

• Accept additional duties as assigned

4. Requirements:

• High school diploma or GED

• Minimum one year of customer service experience; banking or financial institution experience preferred

• Minimum one year of contact center experience or equivalent

• Proficiency in banking policies, procedures, and compliance requirements

• Strong time management and multitasking skills in a fast-paced environment

• Ability to work independently and adapt quickly to change and remote environments

• Effective communication skills with empathy, active listening, and professional demeanor

• Knowledge of Apple and Android products, supported browsers, and operating systems

• Ability to type accurately and operate standard office equipment

• Willingness to work flexible hours including outside normal banking hours and Federal Reserve holidays

• Ability to manage personal computer and home network to support remote work

5. Pay Range and Compensation Package:

• Hourly wage range: $17.65 to $20.00

• Eligibility for approved overtime and a $1.00 per hour shift premium after 6:00 pm

• 17 days of paid time off (PTO), 5 days of short-term disability (STD), 11 annual paid holidays, and 1 float holiday

6. Benefits & Perks:

• Medical, dental, and vision insurance

• Health Care and Dependent Care Flexible Spending Accounts

• Transportation Fringe Benefit Plan

• Group Life and Long Term Disability insurance

• Optional Life insurance and access to voluntary benefits including Cancer, Term & Universal Life, Accident, Short-Term Disability, and Critical Illness policies

• 401(k) plan with employee match

Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.

Note:

RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.