Banking Customer Service Representative – Contact Center

Axiom Path • Orland Park, IL

1d • Onsite

About The Position

The Banking Customer Service Representative serves as a primary point of contact for banking customers, providing professional and responsive assistance with everyday banking needs, account inquiries, financial products, and service concerns. The role supports customers through inbound calls and digital communication channels, researches account questions using customer records and internal banking systems, and processes account maintenance requests and transactions accurately.

The representative aims to resolve customer concerns efficiently, preferably during the initial interaction, and may connect customers with appropriate banking specialists or escalate complex matters when additional expertise or authorization is needed. The position requires maintaining current knowledge of banking products, operational policies, procedures, and regulatory requirements while protecting customer information and following internal controls.

This is an onsite, Monday–Friday position scheduled from 8:00 AM to 5:00 PM. It is a contract opportunity with potential for contract-to-hire conversion. Structured onboarding covers banking systems, customer information platforms, internal processes, and regulatory compliance.

Requirements

• High school diploma or GED.
• Demonstrated experience delivering excellent customer service in a professional environment.
• Ability to communicate clearly and professionally with customers by telephone, email, and other digital channels.
• Strong listening, interpersonal, multitasking, and problem-solving skills.
• Comfort navigating multiple computer applications while maintaining accurate customer records.
• Ability to research account information, follow documented procedures, and resolve customer concerns efficiently.
• Strong attention to detail and commitment to confidentiality and regulatory requirements.
• Ability to work independently while collaborating with supervisors and team members.

Nice To Haves

• At least 1 year of experience in a high-volume call center or customer support environment.
• Previous banking, financial services, retail banking, or financial contact center experience.
• Familiarity with banking customer information systems, including Jack Henry SilverLake or comparable platforms.

Responsibilities

• Provide professional and responsive support to banking customers through inbound calls and digital communication channels.
• Assist customers with deposit accounts, loan products, banking services, account transactions, and general inquiries.
• Research customer records and use internal banking systems to investigate and resolve account-related questions.
• Process account maintenance requests and customer transactions accurately and according to established procedures.
• Deliver efficient, personalized service and seek to resolve concerns during the initial interaction.
• Identify opportunities to connect customers with appropriate banking specialists for additional products and services.
• Maintain current knowledge of banking products, operational policies, service procedures, and regulatory requirements.
• Escalate complex concerns to appropriate teams when specialized knowledge or additional authorization is required.
• Follow banking regulations, confidentiality requirements, and internal controls to protect customer information and maintain service quality.

What This Job Offers

• Career Level: Entry Level
• Education Level: High school or GED