Senior Customer Service Representative

Job Description

Job Description

We are looking for a Senior Customer Service Representative to support digital banking clients in Glen Allen, Virginia. This Long-term Contract position is ideal for someone who communicates clearly, solves problems efficiently, and is comfortable assisting customers across phone, chat, and social media channels. The role centers on resolving online banking concerns, guiding customers through service issues, and delivering dependable support while meeting banking policies and compliance standards.

Responsibilities:

• Respond to customer inquiries related to digital banking services, including loan, deposit, and account maintenance questions, through multiple service channels.

• Investigate and resolve issues involving bill pay, online access, and other electronic banking concerns by researching account and platform details.

• Manage advanced customer contacts involving matters such as password assistance, account lockouts, and browser-related access problems.

• Support the bank’s social media service presence by addressing customer concerns, monitoring interactions, and participating in moderation activities.

• Take part in scheduled after-hours and on-call coverage to help maintain support for social media and digital service needs.

• Assist with inbound customer communications by identifying needs quickly and providing accurate, service-oriented resolutions.

• Use internal systems, established procedures, and sound judgment to address customer questions and determine appropriate next steps.

• Stay informed about updates, enhancements, and features related to the bank’s digital products and services.

• Follow banking regulations, internal policies, and operational procedures while maintaining quality and accuracy in all customer interactions.

• High school diploma or equivalent required; additional college education is preferred.
• Prior experience in a call center, customer support, or written customer communication environment is preferred.
• Strong analytical thinking with the ability to make sound decisions and resolve issues effectively.
• Excellent verbal and written communication skills, including experience with online chat or digital correspondence.
• Ability to stay organized, manage multiple priorities, and maintain close attention to detail.
• Comfortable using computer systems and standard business applications such as Microsoft Office tools.
• Flexible schedule availability, including rotating weekend hours and shifts based on business needs.
• Ability to work in a regulated environment and consistently follow compliance, policy, and procedure requirements.