Call Center Customer Service Representative (Second ...

Call Center Customer Service (Second Shift) We are seeking a customer-focused representative to handle high-volume inbound calls and targeted outbound follow-ups for our online banking customers. This role resolves account inquiries, guides users through digital banking features, and manages escalations with empathy, accuracy, and urgency. Success is measured by first contact resolution, quality assurance, adherence, and customer satisfaction. This is a 6-month contract from March 2026 through September 2026 that is 100% onsite in Blue Ash. Pay for this role will range between $19 and $20/hr. This position is second shift from 12:00pm to 9:00pm Monday through Friday. Responsibilities Manage a heavy volume of inbound customer calls related to online and mobile banking, account access, transactions, card issues, alerts, and security notifications Place outbound calls for follow-ups, case closures, fraud confirmations, and service recovery Triage, resolve, and document escalations, ensuring timely handoffs and updates when elevated to specialized teams Verify customer identity using multi-factor authentication and adhere to security and privacy protocols Educate customers on digital features, self-service options, and best practices to prevent fraud and improve account security Accurately capture call notes, categorize contacts, and update CRM/ticketing systems in real time Meet or exceed performance targets including handle time, after-call work, adherence, quality, and CSAT/NPS Identify trends and recurring issues; provide clear feedback to leadership and product teams Follow scripts, knowledge base articles, and compliance procedures while tailoring communication to the customers needs Participate in ongoing training for new products, regulatory updates, and process changes Qualifications High school diploma or equivalent 1+ year in a contact center or customer-facing role; financial services or fintech experience a plus Strong active listening, de-escalation, and problem-solving skills under time pressure Proficiency with CRM/ticketing tools, knowledge bases, and omnichannel workflows Clear, professional communication; ability to translate technical steps into plain language Strong attention to detail with consistent, accurate documentation Ability to work a flexible schedule, including evenings, weekends, and holidays If you are interested in learning more, please apply now.

Created: 2026-03-07