Customer Service Representative

Job Description

Job Description

We are looking for a Customer Service Representative to support members with day-to-day account needs while delivering attentive, detail-oriented service in Ontario, California. This Long-term Contract opportunity is ideal for someone who enjoys helping people, communicating clearly, and working accurately in a fast-paced financial services environment. The person in this role will handle member inquiries, support account servicing activities, and help connect members with products and solutions that fit their needs.

Responsibilities:
• Manage new and existing member accounts, ensuring all information is recorded correctly and in accordance with established guidelines.
• Respond to incoming calls with care and clarity, addressing questions and concerns with a strong service mindset.
• Assist members with balance reviews, transaction questions, and other routine account-related requests.
• Troubleshoot and resolve issues involving debit cards, credit cards, and digital banking access within expected service timeframes.
• Explain available financial products and service options, including protection-related offerings, to help members make informed decisions.
• Update account details and maintain complete, accurate records across member profiles and related documentation.
• Recognize opportunities to recommend suitable products and services based on each member's situation.
• Protect confidential information and follow all privacy and security standards when handling sensitive data.
• Partner with branch, lending, and other internal teams to resolve escalated concerns and improve the overall member experience.
• Complete administrative and operational support tasks that contribute to smooth daily branch and service operations.• At least 1 year of customer service experience, ideally in banking, credit union, financial services, call center, or another high-volume customer-facing setting.
• Strong verbal and written communication skills with the ability to speak clearly and professionally with members.
• Excellent organizational skills and close attention to detail when processing account information and service requests.
• Ability to manage multiple tasks at once while maintaining accuracy and meeting service expectations.
• Sound judgment, problem-solving ability, and critical-thinking skills in a member support environment.
• A personable, confident approach with the ability to build trust and rapport quickly.
• Experience handling inbound calls, customer service requests, and related account support activities.
• Bilingual English/Spanish and prior experience in a financial institution are helpful but not required.