Banking Representative

Job Title: Banking Representative

Monthly Pay: $3,533 - $4,962 USD per month

Summary:

When customers have everyday banking questions, this role helps them leave with clear answers and a practical next step. The Banking Representative sits within the banking customer service team and works under a customer service team lead to make routine account information easier to understand. The role communicates with customers, the support team, and banking operations colleagues to resolve questions without providing investment advice or recommending purchases. This fully remote position offers work from home in Missouri, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities:

• Receive customer calls through a Contact-center phone system such as Genesys and review incoming service tickets in a Support platform such as Salesforce Service Cloud.
• Review the customer's question and available account information before responding, using approved access procedures and protecting confidential information throughout each interaction.
• Explain checking and savings account features, available balances, posted transactions, and routine service information in straightforward language based on approved banking resources.
• Walk customers through standard online and mobile banking navigation, including locating account activity, finding statements, and understanding available self-service options.
• Answer routine debit card questions, explain displayed transaction statuses, and direct concerns outside the role's scope to the appropriate banking support specialist.
• Record the question, information reviewed, explanation provided, and next action in a CRM such as Salesforce so colleagues can understand the interaction.
• Coordinate unresolved service questions with banking operations colleagues, sharing relevant context and keeping the customer informed about the next step.
• Follow up on open tickets when updates become available, confirm whether the original question has been addressed, and maintain clear ownership notes.
• Escalate unfamiliar account discrepancies, repeated access difficulties, or dissatisfied customer interactions to the customer service team lead rather than guessing at answers.
• Close resolved tickets with complete notes; quality is judged through information accuracy, turnaround, clear explanations, complete notes, and appropriate follow-up.

Qualifications:

• High school diploma or equivalent.
• No experience required; related experience in banking customer service, telephone support, or remote customer assistance is preferred.
• Basic understanding of checking accounts, savings accounts, debit cards, and common banking terminology, with willingness to learn approved service procedures.
• Comfort learning a CRM such as Salesforce and a Support platform such as Salesforce Service Cloud to review interactions and maintain accurate notes.
• Ability to use a Contact-center phone system such as Genesys while navigating account information and keeping conversations focused on the customer's question.
• Clear spoken and written communication, patient explanations, and sound judgment about when a question needs specialist support.
• Ability to protect confidential customer information, follow approved access procedures, and avoid providing advice beyond established service information.
• A reliable computer, high-speed internet, and quiet private workspace, plus availability for the 40-hour weekly commitment and agreed working days and shift times.
• Authorization to work in the United States.

Perks & Benefits:

• Fully remote work from home in Missouri, with everyday duties completed through desk-based customer communication and service systems.
• Structured onboarding and training on a CRM such as Salesforce, a Support platform such as Salesforce Service Cloud, and a Contact-center phone system such as Genesys.
• Regular check-ins with the customer service team lead to review questions, discuss feedback, and reinforce consistent service practices.
• Opportunities to build banking knowledge, customer explanation skills, digital banking navigation skills, and accurate service note writing.
• Health coverage, paid leave, a 401(k), maternity leave, and bonus opportunities.