Customer Service Representative - Inbound

Position Overview

This role is primarily responsible for managing a high volume of inbound calls, identifying customer needs, providing information on various banking products and services, and resolving inquiries efficiently. Located in Pittsburgh, Pennsylvania, USA (100% onsite in Pittsburgh, PA), this position is a 4-month contract to hire opportunity. Candidates are required to have either 3+ years of relevant experience in a high volume (60+ calls) Call Center/Contact Center or a college degree in lieu of experience.

During training (3 months), shifts run from 7:45 am to 5:00 pm. Post-training, availability is required for shifts between 8:00 am to 9:00 pm with rotating weekends from 8:00 am to 5:00 pm. Mandatory overtime may be required based on business and training needs.

Key Responsibilities

• Respond to a high volume of incoming calls related to customer service requests and general banking inquiries.
• Quickly identify the customer's needs and provide appropriate solutions or alternative recommendations.
• Promote bank products and services by matching customer needs with the right offerings.
• Handle tasks including refund requests, dispute resolution, payoff quotes, complaint addressing, account updates, stop payments, and processing credit card limit increase inquiries.
• Provide basic troubleshooting support for online banking products such as password resets, mobile banking, and bill payments.
• Support branch operations by acting as a liaison between the branch and the customer, and serve as the “voice of the customer” by submitting feedback.
• Build sustainable customer relationships through superior service, empathy, and a friendly demeanor, while also handling some holiday and weekend shifts as required.

Required Qualifications

• 3+ years experience in a high volume (60+ calls) inbound Call Center/Contact Center OR a college degree in lieu of experience.
• High School Diploma or GED required; college is a plus.
• Excellent written and verbal communication skills.
• Exceptional customer service skills with a strong attention to detail.
• Able to work and multi-task in a fast-paced environment and use general office equipment plus job-related software (MS Word, Excel, Outlook).

Preferred Qualifications

• Experience with CRM systems.
• Familiarity with Workday.
• Experience using relationship management software.
• Prior customer-facing experience.
• Experience with Softphone/Mitel systems.