Inbound Customer Service Agent – Financial Services

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver inbound customer support for clients in the financial services sector

• Assist cardholders with inquiries related to their accounts, transactions, disputes, and various service requirements

• Manage card activation and provide balance information

• Support clients with transaction disputes

• Help with lost or stolen card issues

• Offer assistance with prepaid and payroll card services

• Facilitate fund transfers and payment solutions

• Respond to questions regarding policies and procedures

• Conduct general account servicing

• Ensure accurate and confidential customer service

• Adhere to established security and compliance protocols within financial services

• Engage in instructor-led training, self-study, simulations, and live certification call-taking

• Provide service in scheduled 30-minute intervals during available hours

• Maintain required performance metrics

⛳️ Requirements

• Must possess a Windows 11 computer with all necessary updates completed

• Minimum of 8 GB RAM

• Intel Core i5 6th generation or newer, with 4 cores and a clock speed of 2.4 GHz or higher

• Dual monitor setup

• Webcam

• Hardwired Ethernet connection

• Wired USB headset equipped with a noise-cancelling microphone

• Apple or Android smartphone

• Additional security device provided by the client required for service

• Background check

• Drug screening

• Fingerprinting

• Photo ID verification

• All required screenings must be completed within set deadlines; background and drug screenings must be finalized at least 14 days prior to class commencement

• Participation via webcam is mandatory during required certification activities

• Must fulfill necessary computer and identity-verification protocols for classroom access

• Required to provide a minimum of 10 hours/20 intervals of service weekly during the Certification SOW

• Availability for at least 4 hours/8 intervals per day during Phase 2 of certification is essential

• Must complete 4 hours/8 intervals of service on specified funding dates

• Successfully complete all mandatory certification phases, modules, assessments, security-awareness training, and live call-taking requirements

• Commitment adherence: 90% or above

• Quality metrics: Above 90%

• First-time resolution rate: Above 70%

• Customer satisfaction score: Above 85%

• Strong attention to detail, professionalism, confidentiality, communication skills, system navigation, patience, and the ability to follow established protocols are essential

• Must meet the Living for Tomorrow and program eligibility standards

🏝️ Benefits

• Certification compensation: $7.00 per hour

• Opportunity for remote work / work from home

• No cost incurred by the agent for background checks or drug screenings