As a Customer Service Representative / Phone Banking Specialist, you will serve as the front line of support for customers of a financial institution. Depending on the department, you will handle a variety of concerns including fraud resolution, collections, or retail and card-related banking inquiries, ensuring an exceptional and secure customer experience.

Fraud Support:

• Handle inbound/outbound calls related to suspicious or unauthorized account activity
• Assist customers with account verification, transaction disputes, and security measures
• Educate customers on fraud prevention and best practices for account protection
• Document findings and escalate complex fraud cases as necessary

Collections Support:

• Contact customers regarding overdue payments or delinquent accounts
• Provide solutions such as payment plans, account resolutions, or alternative payment methods
• Ensure all interactions comply with company policies and regulatory guidelines
• Maintain accurate records of all communications and follow-ups

• Must be willing to work onsite in a 100% phone-based environment
• Must be comfortable working in a fast-paced, customer-facing role

Technical Skills:

• Proficient in using basic computer functions (mouse, keyboard, internet navigation, and Windows-based applications)

Communication:

• Good to excellent English communication skills
• Strong listening, problem-solving, and conflict resolution abilities
• Customer service-oriented, empathetic, and detail-focused
• Willing to work on shifting schedules, including weekends and holidays

Compensation and Benefits:

• 15% Night Differential (applies to shifts between 10:30 PM and 6:00 AM)
• HMO Coverage upon joining the company, plus 3 free dependents
• Life Insurance starting Day 1
• Retirement Plan available after 5 years of continuous employment
• Annual Performance-Based Salary Increase
• Internal Career Growth & Promotion Opportunities