Job Description: Banking Support Agent (Contract / 1099 / Part-time/ Full-time)
Position Overview:
As a Bank Customer Service Agent, you will play a crucial role in enhancing the overall customer experience by providing professional, efficient, and timely service to our clients. This remote position offers the opportunity to be an integral part of a customer-focused team without the need for a traditional office setting. You will be responsible for addressing customer inquiries, resolving concerns, and delivering expert support on a range of banking services. The role requires a deep understanding of our banking products and services, as well as the ability to communicate effectively with clients in a friendly, empathetic, and clear manner.
Working remotely, you will engage with customers through various channels such as phone calls, emails, and online chat, ensuring that each interaction reflects the high standards of service that we uphold. Your primary goal will be to ensure customers’ needs are met in a timely, efficient, and professional manner, fostering positive relationships and building trust. This role offers a rewarding experience, where you can make a meaningful impact on customers’ financial lives, all while having the flexibility of working from home.
In this position, you will be expected to stay up-to-date on the latest bank products, services, and technologies to provide accurate and helpful guidance. You will also need to handle a variety of tasks, including resolving billing issues, assisting with account transactions, and supporting customers with troubleshooting issues related to online banking. Additionally, you will be expected to maintain a high level of professionalism, adhering to company policies, procedures, and compliance regulations while helping to create a customer-first environment.
Availability needed:
- Ability to service 15 hours a week or more.
- After training, you will be able to select your own scheduled hours in-between hours of operation.
- Hours of operation -Monday and Friday 8:00 a.m. – 9:00 p.m. ET / Saturday and Sunday 8:00 a.m. – 8:00 p.m. ET
Pay information:
- $14 – $19 / Hour
Key Responsibilities:
- Provide exceptional customer service by responding to inquiries and resolving issues through various communication channels such as phone, email, and live chat.
- Assist customers with account-related services, including checking and savings account inquiries, loan servicing, credit card questions, and online banking support.
- Educate customers about bank products and services, such as new account features, digital banking options, and promotional offers, tailoring responses to individual customer needs.
- Troubleshoot and resolve technical issues with online and mobile banking platforms, guiding customers step by step through solutions.
- Handle complaints and escalations with professionalism, providing prompt resolutions and following up to ensure customer satisfaction.
- Document all customer interactions in our CRM system, ensuring accurate records for follow-up and future reference.
- Ensure compliance with bank policies, security protocols, and regulatory requirements during all customer interactions.
- Meet and exceed service goals, including response times, customer satisfaction ratings, and first-contact resolution.
- Maintain up-to-date knowledge of bank products, services, and industry trends to effectively respond to customer needs and questions.
- Work closely with other departments to address and resolve customer inquiries and issues that require specialized knowledge or action.
Must Be A U.S Citizen & Reside in:
Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Michigan, Mississippi, Missouri, Montana, Nebraska, Nevada, New Hampshire, New Mexico, North Carolina, North Dakota, Ohio, Oklahoma, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Utah, Virginia, West Virginia, or Wyoming.
-Equipment can only be requested by Houston Texas residents, other applicants must have equipment that meets the minimum system requirements-
System Minimum Requirements:
- CPU: Intel Core i Series (i3-9000, i5-7000, i7-5000, i9) or better, Pentium G5400/N6400 or better, Xeon E Class or better, Celeron J4000/N5000 / AMD Ryzen 3 or better, Athlon 3000 or better.
- RAM: 4 GB of RAM
- Hard Drive: 20 GB or more of available space, 60 GB or more of total space
- Windows 10+
- Maximum Latency
- Hard-wired connection (No wireless)
- Internet download speed: 30 Mbps or faster
- Internet upload speed: 10.0 Mbps or faster
- Network latency max: Less than 50 ms
- For minimum requirements, CPU speed should be 1.9 GHz dual core processor, RAM should be 4 GB, and free disk space should be 80 GB
- UBS 3.0 Port: Required for use of a USB headset and flash drives
- You can use your laptop work if your laptop meets the minimum computer requirements. You may not use any wireless connections at any time. Your laptop must be hard wired (Ethernet) to a supported internet connection.
- Unsupported Items: MacOS(Mac OS X) Netbooks, Chromebooks, tablets and other mobile devices
Qualifications:
- U.S citizen
- Must pass background check
- At least 1-2 years of experience in customer service, preferably in a banking or financial services environment.
- Strong written and verbal communication skills with the ability to interact with customers in a friendly, clear, and professional manner.
- Strong problem-solving skills, with the ability to address customer concerns in a timely and effective manner.
- Ability to work independently and stay motivated in a remote work environment.
- Proficient in using computers and various software applications, including customer service platforms, online banking systems, and Microsoft Office Suite.
- Ability to maintain confidentiality and manage sensitive financial information with integrity.
- Highly organized, detail-oriented, and able to multitask efficiently.
- A positive, customer-focused attitude with the ability to stay calm under pressure.