Call Center Representative

Role: Call Center Representative – Banking Domain

Locations: Charlotte, NC and Cincinnati / Westchester, OH — remote, but candidates must sit within 60 miles or 60 minutes of a client location.

Duration: 6+ months of contract

We are seeking a customer-focused Call Center Representative with at least 12 months of experience in the banking industry to handle customer inquiries, resolve account-related issues, and provide excellent customer service. The ideal candidate will have strong communication skills, knowledge of banking products and services, and the ability to handle high volumes of customer calls professionally.

Key Responsibilities

• Handle inbound and outbound customer calls related to banking products and services.
• Assist customers with account inquiries, balance information, transaction details, and payment-related questions.
• Support customers with debit cards, credit cards, online banking, mobile banking, and account maintenance.
• Resolve customer complaints and service requests efficiently while maintaining high customer satisfaction.
• Verify customer identities and follow banking security, authentication, and data privacy procedures.
• Provide accurate information regarding banking policies, procedures, fees, and services.
• Escalate complex issues to the appropriate department when necessary.
• Maintain accurate customer interaction records and update information in CRM or banking systems.
• Meet performance metrics, including call quality, customer satisfaction, average handling time, and resolution rates.
• Ensure compliance with banking regulations, internal policies, and confidentiality requirements.

Required Qualifications

• Minimum 12 months of call center or customer service experience in the banking domain.
• Experience handling banking-related customer inquiries and account servicing.
• Strong verbal and written communication skills.
• Knowledge of banking products, financial transactions, debit/credit cards, and online banking services.
• Ability to manage multiple customer requests in a fast-paced environment.
• Strong problem-solving, listening, and customer service skills.
• Basic computer proficiency and experience using CRM or customer service systems.
• Ability to maintain confidentiality and follow established banking security procedures.