Position Overview:
This role involves providing phone-based client service by handling inbound calls, addressing banking inquiries, processing transactions, and supporting digital banking tools.
Responsibilities include resolving common banking issues with first-call resolution, de-escalating concerns with professionalism, and documenting interactions in CRM systems.
The role emphasizes adherence to risk, compliance, and quality standards, including identity verification and privacy procedures.
Team collaboration is essential, partnering with branches and support teams to ensure a consistent customer experience. Continuous improvement through training, coaching, and process suggestions is encouraged. The position requires onsite work with flexible shifts, including mornings, afternoons, evenings, and Saturdays.
Qualifications include a high school diploma or GED (associate or bachelor’s preferred), with 1–3 years of client-facing experience in banking or similar environments being advantageous. Key skills include excellent communication, active listening, attention to detail, adaptability, and proficiency with call handling tools, CRM platforms, and Microsoft Office. Bilingual skills are a plus.
This service-focused role does not require licenses or registrations.