Job Title: Financial Services Representative
Monthly Pay: $3,868 - $5,777 USD per month
Summary:
Accurate answers, clear explanations, and complete notes define good work in this financial services role, helping customers understand everyday banking services. The representative sits within the customer support team and works under a customer service team lead. The role communicates with customers, banking service specialists, and the support team to address questions without providing investment recommendations or selling products. This is a fully remote, desk-based position offering work from home in New York, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.
Job Responsibilities:
• Receive customer questions through incoming calls, emails, and service tickets, identifying the requested information and checking existing notes before responding.
• Handle telephone conversations through a Contact-center phone system such as RingCentral, explaining next steps clearly and confirming that customers understand the response.
• Answer everyday questions about online banking navigation, statement availability, displayed balances, and published service features using approved reference materials rather than assumptions.
• Review the customer's stated concern and relevant service history, distinguishing general information requests from issues that need specialist attention before offering an answer.
• Record the question, information provided, outstanding issue, and next action in a CRM such as HubSpot so colleagues can understand the conversation.
• Track unresolved questions through a Support platform such as Zendesk, keeping ticket status and ownership current as work moves between colleagues.
• Explain available self-service steps in plain language, helping customers locate information without requesting passwords or asking them to share sensitive financial details.
• Escalate unclear service information, recurring access problems, and concerns beyond the role's scope to the customer service team lead or banking service specialists.
• Follow up when an answer remains outstanding, communicate confirmed updates, and check that the original question has been addressed before closing the ticket.
• Meet quality standards for answer accuracy, timely responses, complete notes, appropriate escalation, and dependable follow-up; apply feedback from reviewed interactions to later conversations.
Qualifications:
• High school diploma or equivalent.
• No experience required; related experience answering customer questions in financial services, banking, or another service environment is preferred.
• Basic understanding of everyday banking terminology, including balances, statements, checking accounts, savings accounts, and the difference between general information and personalized financial advice.
• Familiarity with online banking and mobile banking navigation, with the ability to explain common screen options clearly without accessing a customer's personal device.
• Willingness to learn the example systems named above, follow written service procedures, and keep customer conversations and ticket updates organized.
• Clear spoken and written communication, patient listening, and the ability to explain unfamiliar financial terms without making promises about outcomes.
• Careful handling of customer information and sound judgment about when to stop troubleshooting and seek guidance from the team lead.
• A reliable computer, high-speed internet, and a quiet private workspace; availability for the 40-hour weekly commitment and agreed working days and shift times.
• Authorization to work in the United States.
Perks & Benefits:
• Fully remote work from home in a desk-based customer support role.
• Structured onboarding and training on the named systems, service references, and escalation procedures.
• Regular check-ins with the team lead to review questions, discuss feedback, and strengthen service consistency.
• Opportunities to build financial literacy, banking service knowledge, clear explanations, and practical customer support skills.
• Health coverage, paid leave, a 401(k), maternity leave, and bonus opportunities.