Job description
About the Role:
We are seeking a customer-focused Call Center Representative with experience in the banking, credit union, or healthcare industry. The ideal candidate is skilled in handling high-volume inbound and outbound calls, resolving customer inquiries, and delivering exceptional service while maintaining accuracy, confidentiality, and professionalism.
Hours: Monday-Friday 8am-5pm (hybrid flexibility available after 6 months)
Responsibilities:
- Respond to inbound calls and make outbound follow-up calls to assist customers with account, service, or benefits-related inquiries.
- Provide accurate information regarding products, services, policies, billing, claims, transactions, or account status.
- Navigate multiple systems to research and resolve issues in real time.
- Maintain a high level of confidentiality, especially when handling financial or sensitive health-related information.
- Document all customer interactions thoroughly and accurately in the CRM or related systems.
- Escalate complex issues to supervisors or specialized departments as needed.
- Meet or exceed call center performance metrics, including call quality, response time, and customer satisfaction.
- Adhere to compliance standards specific to the industry (e.g., HIPAA, banking regulations).
- Assist customers with troubleshooting online accounts, portals, or mobile applications.
- Contribute to continuous improvement by identifying opportunities to enhance customer service processes.
$26 - $30 an hour
