Banking Customer Service Representative – Contact Center

Axiom Path • Cincinnati, OH

4d • Onsite

About The Position

The Banking Customer Service Representative works in an onsite contact center supporting customers with everyday banking needs. The role provides assistance through inbound telephone calls and digital channels, including email and online chat, and responds to questions about accounts, loan products, transactions, and other banking services. Representatives research accounts, investigate discrepancies, complete account maintenance and transaction-related activities, and work to resolve concerns during the initial interaction. They may connect customers with banking specialists or escalate complex concerns to supervisors or specialized departments. The position requires protecting confidential customer information and following banking regulations, internal compliance standards, and service procedures.

The role offers hands-on experience in banking operations and financial customer support, with structured training on internal banking systems, customer information platforms, service procedures, and regulatory compliance. It also provides exposure to consumer banking products, customer account management, and financial services operations. The position is 100% onsite in the Hamilton / Cincinnati, Ohio area and is W2 only; C2C and 1099 arrangements are not accepted.

Requirements

• High school diploma or GED required.
• Demonstrated ability to deliver excellent customer service in a professional environment.
• Strong verbal and written communication skills, including active listening and professional telephone etiquette.
• Ability to navigate multiple computer applications while maintaining accurate customer records.
• Experience researching customer information, resolving issues, and following established service procedures.
• Strong attention to detail and organizational skills, with the ability to multitask in a fast-paced environment.
• Ability to remain professional and solution-oriented when assisting customers with sensitive or challenging concerns.
• Commitment to confidentiality, compliance, and accurate handling of customer information.
• Availability to work onsite in the Hamilton / Cincinnati, Ohio area.

Nice To Haves

• One or more years of experience in a high-volume inbound call center or customer support environment preferred.
• Prior experience in banking, credit unions, or financial services is an advantage but not required.
• Familiarity with banking platforms such as Jack Henry SilverLake or comparable customer information systems is a plus.

Responsibilities

• Provide professional customer assistance through inbound telephone calls and digital service channels, including email and online chat.
• Respond to inquiries about checking and savings accounts, loan products, account transactions, and other banking services.
• Research customer accounts, investigate discrepancies, and provide accurate solutions using internal systems and resources.
• Complete customer account maintenance requests and transaction-related activities accurately.
• Work to resolve customer concerns during the initial interaction while maintaining a positive service experience.
• Identify opportunities to connect customers with appropriate banking specialists for additional financial products and services.
• Maintain current knowledge of banking policies, procedures, products, and customer service expectations.
• Escalate complex concerns to supervisors or specialized departments when additional expertise is required.
• Protect confidential customer information and follow applicable banking regulations and internal compliance standards.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED