Customer Support Representative

Careerscape is recruiting on behalf of our client, a national bank, for a Customer Support Representative to join their member services team. This is a great opportunity for a service-minded professional to support customers with everyday banking needs while working fully remote for a well-established financial institution.

Day to day, you will field inbound calls, chats, and emails from account holders, walking them through account questions, card issues, online banking troubleshooting, and general inquiries with patience and accuracy. People who thrive in this role are calm under pressure, enjoy problem-solving, communicate clearly, and take pride in leaving every customer better off than when they called.

Responsibilities

• Respond to inbound customer calls, emails, and chats regarding accounts, cards, and online banking
• Research and resolve account discrepancies, billing questions, and transaction disputes
• Educate customers on bank products, services, and digital banking tools
• Accurately document customer interactions and case details in the CRM system
• Escalate complex issues to the appropriate department while maintaining ownership of the customer relationship
• Meet or exceed individual and team service level, quality, and call handling goals
• Follow all bank compliance, privacy, and security procedures during customer interactions
• Identify opportunities to introduce customers to additional bank products and services
• Partner with team leads to continuously improve customer satisfaction scores
• Stay current on policy, product, and system updates through ongoing training

Requirements

• High school diploma or equivalent required, some college preferred
• Prior customer service, call center, or banking experience preferred
• Strong verbal and written communication skills
• Comfortable navigating multiple computer systems and software simultaneously
• Ability to remain patient and professional in a fast-paced, high-volume environment
• Reliable high-speed internet connection and a quiet, dedicated home workspace
• Availability to work scheduled shifts, including some evenings or weekends
• Basic math and account reconciliation skills
• Ability to pass a background check and credit check as required for banking roles

Benefits

• Medical, dental, and vision insurance
• 401k plan with company match
• Paid time off and paid holidays
• Fully remote position with company-provided equipment
• Paid training and ongoing professional development
• Tuition reimbursement opportunities
• Employee assistance program
• Life and disability insurance
• Career advancement opportunities within the bank
• Monthly internet and home office stipend

Job Type: Full-Time | Work Type: Remote | Industry: Accounting & Finance | Experience: Entry