What are the responsibilities and job description for the Call Center Representative (Banking) -Phoenix, AZ position at Agility 360?
Call Center Representative (Banking)
Location: Onsite in Phoenix, AZ
Make an Impact Every Day
Are you passionate about helping customers and solving problems? Join a team where you'll support business and consumer banking clients with digital banking, treasury management, and payment solutions while delivering an exceptional customer experience.
This is a great opportunity to grow your career in banking, treasury management, digital payments, and client relationship management.
What You'll Do
Deliver Exceptional Client Support & Resolve Client Issues
- Serve as a primary point of contact for business and consumer banking clients through phone, email, and written correspondence.
- Assist clients with digital banking and treasury management services, including ACH payments, wire transfers, remote deposit capture, Positive Pay, Reverse Positive Pay, and online banking platforms.
- Provide guidance on products, services, and system functionality while delivering a professional and customer-focused experience.
- Support both external clients and internal business partners by resolving inquiries accurately and efficiently.
- Investigate and resolve a wide range of client inquiries using multiple systems, tools, and resources.
- Take ownership of customer concerns from initial contact through final resolution, including necessary follow-up communication.
- Assess issues, determine appropriate solutions, and manage time-sensitive requests with urgency and attention to detail.
- Set clear expectations, identify potential risks, and escalate unresolved concerns when appropriate.
Maintain Security & Compliance
- Follow customer identification and verification procedures before providing account support or transaction assistance.
- Protect confidential client information and adhere to established compliance, security, and risk management standards.
- Ensure all interactions are handled in accordance with bank policies and regulatory guidelines.
Partner Across the Organization
- Collaborate with banking, treasury management, operations, and support teams to deliver effective solutions for clients.
- Balance client service excellence with regulatory, compliance, and risk management requirements.
- Maintain accurate and detailed records of client interactions and issue resolution activities.
What Makes You Successful
You are:
- Passionate about helping clients and delivering exceptional service.
- An effective communicator who can confidently explain information and solutions.
- A critical thinker who can evaluate situations and resolve complex issues.
- Comfortable working in a high-volume, fast-paced environment.
- Able to manage multiple systems and tasks while maintaining accuracy.
- Detail-oriented, adaptable, and committed to achieving positive client outcomes.
- Eager to learn and expand your knowledge of banking, treasury management, and payment services.
Qualifications
Required
- 2 years of experience in customer service, branch banking operations, treasury services, financial services, or a related field.
- High School Diploma or GED.
- Strong verbal and written communication skills.
- Ability to navigate multiple systems and manage competing priorities.
- Understanding of banking products, treasury services, or commercial banking operations.
- Ability to work independently while maintaining accuracy and compliance standards.
- Availability for shifts beginning at 6:00 AM, 8:00 AM, or 9:00 AM.
- Overtime and occasional Saturday hours may be required.
- 6 month contract opportunity with potential for conversion.
Preferred
- Experience in a call center, banking operations, treasury management, cash management, or payment processing environment.
- Knowledge of consumer and small business banking products and services.
- Experience supporting ACH transactions, wire transfers, remote deposit capture, or online banking platforms.
- Familiarity with compliance and regulatory requirements within financial services.
- Willingness to learn, collaborate, and contribute to a team-oriented environment.