Call Center Specialist (Banking)

Job ID 23470– Call Center Specialist (Banking)

Location: Little Rock, AR 72223 – This position is onsite

Pay: $19.00 per hour
$22.00 per hour with (2) years of banking call center/compliance

Type: Direct hire

Schedule: Must be open department hours
M-F, 7:00 AM to 7:00 PM, Saturdays 7:00 AM to 4:00 PM
Typically, rotating Saturdays (every other week)
Training schedule will also rotate

START DATE:

Aug 17 week 1 - onboarding and orientation / class begins Aug 24th

Career outlook: Benefits after 30 days, including health, 401k matching, pet insurance, special perks and discounts.

Job description:

1. Manage 60 inbound (and some outbound) calls daily, assisting customers with lost cards, balance inquiries, account requests, troubleshooting issues, and more complex concerns while delivering a high-quality service experience
2. Provide accurate information about bank products and services, resolve complaints, and process requests (e.g., transfers, stop payments, address changes) in compliance with bank policies and procedures
3. Navigate efficiently across multiple screens and 10 systems to research issues, determine solutions, and either resolve or escalate customer needs appropriately
4. Adapt to a fast-paced, constantly evolving environment with frequent updates to systems, processes, and procedures—this is not a simple in-and-out role and requires staying sharp and engaged
5. Demonstrate strong problem-solving and communication skills without relying on scripts, while meeting individual and team KPIs that are heavily focused on customer service and resolution

Nice to have:

• Bilingual: Spanish/English

Requirements:

• Must have (1) year of call center experience and banking or similar
• Must be open to department hours and Saturdays
• Must be tech savvy- this is not an easy role!
• High school diploma or equivalent
• Background check required
• MVR (motor vehicle) check required
• Employment Verification