Inbound Phone Banker/Customer Service Representative

About the role

It's fun to work in a company where people truly BELIEVE in what they are doing!

We're committed to bringing passion and customer focus to the business.

• Customer Service Representative (Banking) - Onsite
• Primary Location: Charlotte, NC
• Time Type: Full Time
• Language: English
• Workstyle: Onsite
• Category: Customer Service

We're looking for dependable professionals who are passionate about helping others, committed to delivering exceptional customer service, and ready to build a rewarding career in the financial services industry at our fast-paced, performance-driven contact center in Charlotte, NC!

As an Inbound Customer Service Representative (Phone Banker), you'll be the first point of contact for customers seeking assistance with their bank accounts and card services. You'll answer questions, resolve concerns, protect sensitive financial information, and create positive customer experiences with every interaction

Pay, Incentives, Benefits & Perks

Earn up to $23.50 per hour!

• $19.50/hr starting pay during 12-week training period
• $1 increase to $20.50/hr after successful completion of training
• Earn up to an additional $3.00/hr. through performance bonuses (once training has been completed)
• Employee Referral Program
• Medical, Dental & Vision Insurance
• Career growth and advancement opportunities
• Fun, team-oriented work environment
• Free gym membership after 90 days (located within the business complex)
• Employee cell phone plan discounts ($25/month unlimited talk, text & data; restrictions apply)
• Access to convenience store within business complex

What You'll Do

Reliability is essential for success in this role.

As part of our Banking Customer Service team, you will

• Answer inbound calls from customers regarding deposit accounts, debit cards, credit cards, balances, transactions, billing inquiries, payments, disputes, banking fees and general account maintenance.
• Troubleshoot customer concerns including declined transactions, lost or stolen cards, account access, and other banking-related issues.
• Provide accurate information and resolve customer concerns with professionalism, empathy, and urgency.
• Build trust by delivering exceptional customer service and striving for first-call resolution whenever possible.
• Authenticate customers and safeguard confidential financial information while adhering to all banking regulations, PCI requirements, and security policies.
• Accurately document customer interactions and account activity.
• Navigate multiple computer applications while maintaining efficiency and attention to detail.
• Meet quality, attendance, productivity, and customer satisfaction expectations.

Paid Training

• Duration: 12 weeks
• Schedule: Tuesday-Saturday, 9:00 AM - 6:00 PM EST
• Attendance: 100% attendance is required throughout training. Time off during training cannot be accommodated.

Contact Center Hours of Operation

• Monday-Sunday
• 8:00 AM - 8:00 PM EST
• Open availability is required to work any assigned schedule during operating hours, including evenings, weekends, holidays, and occasional overtime as business needs require.

Minimum Requirements & Qualifications

To be successful in this role, candidates must demonstrate the experience, skills, and professional behaviors necessary to provide exceptional service in a fast-paced financial services environment.

• High school diploma or GED required.
• Minimum 1 year of continuous customer service experience with one employer required.
• At least 6 months of contact center/BPO experience preferred.
• Banking or financial services experience is a plus.
• Computer proficiency with the ability to navigate multiple systems and dual monitors while assisting customers by phone
• Ability to follow established processes while maintaining a natural, conversational approach
• Exceptional customer service with empathy, patience, and active listening
• Strong verbal communication with professional comportment and demeanor
• Critical thinking and problem-solving, including de-escalation and conflict resolution
• Strong attention to detail with accurate data entry and documentation
• Commitment to protect confidential customer and financial information
• Dependability, accountability, and consistent attendance
• Ability to type a minimum of 25 WPM with at least 85% accuracy.
• Ability to work 40 hours per week onsite in Charlotte, NC.
• Open availability to work any assigned schedule between 8:00 AM and 8:00 PM, Monday-Sunday, including weekends and holidays.
• Ability to work occasional overtime based on business needs.
• Ability to complete required pre-employment screening upon offer, including a criminal background check, employment verification, and drug screening.