Customer Service Representative

We are looking for a Customer Service Representative to join a team in a contract-to-permanent capacity. This position is ideal for someone who thrives in a fast-moving service environment, communicates with confidence, and is committed to helping customers resolve a wide range of account and digital banking questions. The role requires schedule flexibility, including late evenings, weekends, and some holidays, with permanent hours and a weekday training period during the first 90 days.

Responsibilities:

• Handle incoming customer inquiries related to refunds, payment disputes, payoff information, account updates, complaints, stop payment requests, and credit card limit review requests.
• Assist customers with basic online and mobile banking support, including password assistance, bill payment questions, and general navigation issues.
• Serve as a connection point between branch teams and customers by taking ownership of service requests and helping drive timely resolution.
• Capture and communicate customer feedback to support service improvements and represent the customer perspective effectively.
• Deliver attentive, empathetic support on inbound calls while building positive long-term customer relationships.
• Maintain accurate handling of account-related requests and complete assigned service tasks in accordance with established procedures.
• Support additional service initiatives and department projects as directed by leadership.
• Work a rotating schedule that may include evenings, weekends, and select holidays based on business needs.
• High school diploma or equivalent required; additional college education is a plus.
• Strong written and verbal communication skills with the ability to interact professionally with customers and internal partners.
• Demonstrated customer service experience, preferably in a customer-facing or call-driven environment.
• Ability to manage multiple tasks efficiently in a fast-paced setting while maintaining close attention to detail.
• Comfortable using a personal computer, standard office equipment, and job-related applications.
• Working knowledge of Microsoft Word required; experience with Microsoft Excel and Outlook is preferred.
• Experience with relationship management platforms, Workday, or similar business systems is a plus.
• Ability to support a consistent schedule with changing shifts, including late nights, weekends, and some holidays.