Inbound Customer Service Agent – Financial Services
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Job Description
Remote inbound customer service agent supporting financial-services cardholders with accounts, transactions, disputes, and card servicing. Providing secure, confidential support from home.
Responsibilities:
- Provide inbound customer support for financial-services customers
- Assist cardholders with account questions, transactions, disputes, and other servicing needs
- Handle card activation and balance inquiries
- Support transaction disputes
- Assist with lost or stolen cards
- Provide prepaid and payroll card support
- Handle fund transfers and payment solutions
- Answer policy and procedural questions
- Perform general account servicing
- Provide accurate, confidential customer service
- Follow established financial-services security and compliance procedures
- Participate in instructor-led learning, self-study/simulations, and live certification call-taking
- Service scheduled 30-minute intervals during available service hours
- Maintain required performance metrics
Requirements:
- Must have a Windows 11 computer with all required updates completed
- 8 GB RAM or greater
- Intel Core i5 6th generation or newer, 4 cores, 2.4 GHz or higher
- Dual monitors
- Webcam
- Hardwired Ethernet connection
- Wired USB headset with a noise-cancelling microphone
- Apple or Android smartphone
- Additional client-provided security device required for servicing
- Background check
- Drug screening
- Fingerprinting
- Photo ID verification
- Required screening must be completed within applicable deadlines; background and drug screening must be successfully completed at least 14 days before class starts
- Webcam participation mandatory during required certification activities
- Must complete required computer and identity-verification procedures for classroom access
- Must service a minimum of 10 hours/20 intervals per week during the Certification SOW
- Must be available to service at least 4 hours/8 intervals per day during Phase 2 of certification
- Must complete 4 hours/8 intervals of service on designated funding dates
- Must successfully complete all required certification phases, modules, assessments, security-awareness requirements, and live call-taking requirements
- Commitment Adherence: 90% or higher
- Quality: Above 90%
- First-Time Resolution: Above 70%
- Customer Satisfaction: Above 85%
- Strong attention to detail, professionalism, confidentiality, communication skills, system-navigation ability, patience, and ability to follow established procedures
- Must meet Living for Tomorrow and program eligibility requirements
Benefits:
- Certification pay: $7.00 per hour
- Remote work / work from home
- No cost to the agent for the background check or drug screening
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