Sr. Customer Service Representative

Job Description

Job Description

We are looking for an experienced Sr. Customer Service Representative to join an onsite team in San Francisco, California, supporting members with complex banking and account-related concerns. This is a Long-term Contract position suited for someone who can navigate sensitive situations with professionalism, sound judgment, and a strong service mindset. The role focuses on resolving challenging issues involving cards, transfers, account activity, and digital banking tools while delivering clear and empathetic communication. The ideal candidate brings strong banking support experience and the confidence to make fair, thoughtful decisions within established guidelines.

Responsibilities:
• Resolve advanced member concerns involving digital banking access, debit and credit card activity, money movement, and account-related questions.
• Manage escalated interactions with calm professionalism, especially when assisting members who are upset, confused, or facing financial impact.
• Review account details and available information to identify root causes, determine next steps, and provide accurate resolutions.
• Apply established policies and service guidelines to decide when credits, adjustments, or exception-based resolutions are appropriate.
• Partner closely with onsite leadership and internal support teams to address issues efficiently and maintain a high standard of service.
• Record conversations, investigative findings, actions taken, and final outcomes with accuracy and attention to detail.
• Communicate decisions clearly and confidently while balancing member satisfaction with risk awareness and operational standards.
• Support ongoing service continuity by adapting to internal tools, workflows, and process updates as needed.• Bachelor’s degree required.
• At least 4 years of customer service or support experience in a high-touch environment.
• Minimum of 2 years of experience supporting banking, financial services, or closely related products.
• Hands-on experience assisting with debit cards, credit cards, transfers, payments, or account activity concerns.
• Excellent spoken and written English communication skills.
• Strong critical-thinking ability with the judgment to handle sensitive or exception-based situations responsibly.
• Demonstrated professionalism, integrity, and empathy when working with customers in challenging circumstances.
• Availability to work onsite in San Francisco, California, Monday through Friday.