Contact Center Representative

This is a fully remote position, open to applicants in South Carolina.

📋 Description

• Delivers positive and professional inbound customer service to ensure that issues are resolved effectively in all circumstances, demonstrating qualities such as being welcoming, curious, knowledgeable, helpful, and appreciative to efficiently address concerns related to banking products and services.

• Interacts with potential customers across various channels (live chat, phone, email, SMS) to assist them in navigating consumer banking services, with a strong emphasis on problem-solving.

• Takes responsibility for customer inquiries and resolves issues at the first point of contact, escalating matters when necessary.

• Ensures due diligence is exercised to maintain the accuracy of all customer transactions, especially concerning digital banking products and services, and escalates any non-standard or high-risk transactions or activities as needed.

• Arrives punctually and is prepared to receive or make customer calls as scheduled throughout the shift.

• Engages customers and partners through a consultative approach to comprehend their current and future service requirements; may identify cross-selling opportunities or refer customers to internal bank partners.

• Accurately and efficiently processes a wide range of financial transactions (e.g., transfers between accounts, debit card disputes, and/or other necessary transactions).

• Contributes to and supports business goals; proactively suggests improvements to processes and procedures.

• Participates in performance and development initiatives, including cross-training within the team.

• Keeps colleagues informed and updated about all relevant or useful information related to daily operations.

• Fosters a fair, positive, and equitable environment that supports a diverse workforce.

• Acts as a brand ambassador for your business area/function and the bank, both internally and externally.

⛳️ Requirements

• High School Diploma or GED.

• A minimum of 1+ years of experience in retail, customer service, banking, or contact center roles preferred.

• Ability to navigate multiple computer systems, applications, and screens with speed and accuracy while balancing performance to meet various metrics.

• Digital literacy across a diverse range of devices (e.g., smartphones, tablets, laptops, headsets).

• Exceptional listening skills and a genuine interest in assisting customers to address their needs and resolve issues.

• Strong relationship management abilities, capable of elucidating complex banking concepts.

• Positive and energetic attitude with excellent listening, reading, and communication skills.

• Capable of conveying financial information clearly and accessibly to a wide array of customers.

• Team-oriented with the ability to thrive in a fast-paced, challenging work environment with resilience.

• Experience handling confidential information preferred.

• Proficient in standard corporate productivity tools (email, MS Office, Teams, internet navigation, CRM applications).

• Must be able to adhere to a flexible work schedule, which may include weekends and holiday hours.

• Position requires the ability to be onsite for training sessions, critical moments, and other relevant meetings or events.

🏝️ Benefits

• Health insurance.

• 401(k) matching.

• Flexible work hours.

• Paid time off.

• Remote work options.