Customer Service Representative

Job Description

Job Description

We are looking for a customer-focused team member to support a busy banking contact center in Illinois. This Long-term Contract opportunity is ideal for someone who communicates clearly, stays organized in a fast-paced environment, and can provide a positive experience for customers calling about online banking concerns. The role is fully on-site and centers on documenting customer-reported issues accurately and routing details to the appropriate internal team for follow-up.

Responsibilities:
• Respond to a high volume of inbound customer calls related to online banking access and account service concerns.
• Gather clear and complete details about each customer issue, recording notes with accuracy for internal review.
• Forward documented cases to the appropriate support personnel for resolution when troubleshooting is not handled within this role.
• Deliver courteous, attentive service on every interaction while helping customers feel heard and supported.
• Enter and maintain customer information and service details within internal systems to ensure proper tracking.
• Manage call flow efficiently throughout the workday while meeting service expectations in an on-site call center setting.
• Support banking service operations by escalating concerns promptly and following established handling procedures.• Previous experience in customer service, preferably in a call center environment.
• Strong ability to handle inbound calls professionally and maintain composure during high-volume periods.
• Clear verbal and written communication skills with the ability to document customer concerns thoroughly.
• Good data entry and order entry skills with strong attention to detail.
• Ability to follow procedures, capture accurate information, and route issues to the correct team.
• Banking or financial services experience is preferred.
• Availability to work on-site Monday through Friday in Des Plaines, Illinois.