This role is responsible for handling a large volume of inbound AND outbound calls related to customer service requests and general banking inquiries.
YOU MUST HAVE 5 YEARS EXPERIENCE IN A CALL CENTER. REGULAR CUSTOMER SERVICE DOES NOT COUNT. We are seeking individuals who understand call center metrics, customer experience standards, and financial service professionalism.
Do NOT Apply If:
- ***YOU HAVE LESS THAN 5 YEARS OF DIRECT CALL CENTER EXPERIENCE***
- You have multiple short-term employment tenures on your resume, good tenures are an absolute REQUIREMENT
- You are seeking hybrid or remote work (this role is 100% ONSITE FULL TIME)
- You are uncomfortable working in a high-volume, metric-driven environment
- You seek a salary outside of $18-$22/hr. EMPLOYER DECIDES PAY BASED ON EXPERIENCE!
- You do not have open availability as this position works on a rotational schedule so you must have completely open availability to work ANY of these shifts, not just one.
- You cannot commit to full completion of the 3-week training schedule
You must be fully open to ALL of these shifts as seen below:
Training: 3 weeks onsite working Monday–Friday, 8:00 AM – 5:00 PM
Post-Training: (assigned based on business need and rotational basis YOU DO NOT GET TO CHOOSE A SHIFT AT ALL):
- 8:00 AM – 5:00 PM
- 10:00 AM – 7:00 PM
- 12:00 PM – 9:00 PM
- Monday–Friday AND 2 weekend shifts per month required
DUTIES:
- Handling a high volume of inbound customer service calls
- Assisting with disputes, refund requests, stop payments, payoffs, address changes
- Supporting online banking, mobile banking, and bill pay troubleshooting
- Answering card limit increase inquiries
- Resolving complaints with professionalism and ownership
- Meeting or exceeding call center KPIs and performance metrics
REQUIREMENTS:
- High School Diploma or GED
- Minimum 5 years of prior call center experience ONLY (banking preferred)
- Strong and consistent job tenures (no job hopping)
Pay: $18.00 - $22.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Vision insurance
Application Question(s):
- Have you worked in a high-volume call center environment OR do you have customer service representative (VIA PHONE ONLY) experience SO NOT IN PERSON CUSTOMER SERVICE?
- Are you fully open to working ANY AND ALL of the following shifts: 8AM–5PM, 10AM–7PM, or 12PM–9PM? (Shift will be assigned based on business need so you must have fully open availability. You do not get to choose your shift They are assigned on rotation.) IF YOU ARE NOT ABLE TO WORK ALL AFOREMENTIONED SHIFTS PLEASE DISCARD APPLICATION AS THIS IS A REQUIREMENT BY EMPLOYER.
- Are you willing to work two weekend shifts per month without exception?
- This role is 100% onsite near the North Shore / North Side area of Pittsburgh. Are you able to commute daily?
- Are you comfortable working in a metric-driven environment where call time, quality scores, and productivity are monitored?
- Can you complete 3 consecutive weeks of mandatory onsite training (Monday–Friday 8AM–5PM) with no schedule conflicts?
- This position pays $18–$22/hour. Is this within your acceptable compensation range? EMPLOYER WILL DETERMINE WHERE YOU FALL WITHIN THE RANGE BASED ON YOUR EXPERIENCE.
- Have you successfully answered all the questions within this screening? IF SO, PLEASE COMPLETE ACCORDINGLY OR APPLICATION WILL NOT BE VIEWED.
- This positions begins on July 20th, this is NON NEGOTIABLE (NO EARLIER slot offered!!!). Is this start date acceptable for you?
- Do you have 5 years of RECENT call center experience (not retail, not face-to-face customer service)? IF NOT PLEASE DISCARD YOUR APPLICATION AS YOUR RESUME WILL NOT BE VIEWED!!!
Education:
- High school or equivalent (Required)
Work Location: In person
