Call Center Representative

Job Description

Job Description

*role is onsite in Columbus, GA*

*Role is a 6-month Contract with extensions*

*Role can pay $19/hr with benefits based on years of experience*

Day to Day/Job Summary:

An Insight Global client is looking for Customer Care Specialists to join their Columbus-based contact center. These individuals will be responsible for handling inbound customer calls in a banking environment, navigating multiple systems to resolve issues, and delivering a strong customer experience while meeting performance metrics. Candidates should be comfortable working in a fast-paced, high-volume setting and able to problem-solve independently while escalating when necessary.

Under direct supervision, and in accordance with established policies and procedures, responds to telephone, email and internet-based inquiries from Synovus customers in a professional, courteous, and respectful manner to ensure customer satisfaction and retention. Resolves customer inquiries fairly and effectively providing accurate product and service information. Anticipates customer needs and identifies referral opportunities. Takes 100% responsibility for every customer interaction. Exercises good judgment in accordance with current policies and procedures when resolving customer situations. Recognizes potential exceptions and seeks assistance when necessary. Analyzes and resolves customer issues by utilizing problem solving skills and information from multiple computer databases and systems

MUST HAVES:
• 1–3+ years of call center / customer service experience
• Some exposure to banking, financial services, or regulated environment
• Strong communication + problem-solving skills
• Ability to work in a high-volume call environment
• Comfortable navigating multiple systems simultaneously
• Reliable, coachable, and able to work independently

Plusses:
• Direct banking call center experience
• Teller / branch banking / financial ops background
• Experience in metrics-driven environments (SLAs, KPIs, call times, etc.)