Customer Service call center

Position: Call Center Customer Service Representative

Location: Cincinnati, OH 45227

Work Schedule: Monday – Friday | 8-hour shift between 8:00 AM – 8:00 PM (Primarily 8:00 AM – 5:00 PM)

Interview Mode: Video Interview

Employment Type: W2

Job Summary

The Call Center Customer Service Representative is responsible for handling inbound customer calls while delivering exceptional customer service. The role focuses on resolving customer inquiries on the first interaction, educating customers on banking products and services, and identifying opportunities for upselling and cross-selling. Representatives must follow all banking policies, procedures, and compliance requirements to ensure an outstanding customer experience.

Key Responsibilities

• Handle inbound customer calls professionally and courteously.

• Deliver outstanding customer service and resolve inquiries during the first call whenever possible.

• Provide accurate information regarding banking products, services, and policies.

• Maintain customer confidentiality and comply with all banking regulations.

• Accurately update customer information in internal systems.

• Complete required documentation and follow-up activities.

• Utilize multiple computer applications for call handling, documentation, and data entry.

• Educate customers on banking products and identify upselling and cross-selling opportunities.

• Recommend process improvements that enhance customer satisfaction and operational efficiency.

• Stay current on banking products, services, and procedures.

• Perform additional duties as assigned.

Required Qualifications

• High School Diploma or equivalent.

• Previous customer service or call center experience preferred.

• Strong verbal communication and customer service skills.

• Excellent telephone etiquette.

• Basic computer and data entry skills.

• Strong problem-solving abilities.

• Ability to work in a fast-paced onsite call center environment.

• Banking experience is a plus but not mandatory.