Job Description

This role will be a 2-month contract. The pay range is $18 - $22 per hour. Exact compensation may vary based on skills and experience.

Must-Haves:

• High school diploma or GED
• 1+ year of customer support/customer service experience
• Strong reliability and dependability — on-time attendance and consistency are critical
• Comfortable working in a fast-paced, high-volume call environment
• Ability to remain calm and professional with unhappy or frustrated callers
• Willingness to follow process, including asking required verification questions
• Basic typing skills with the ability to multitask across systems while on calls
• Comfortable working at a computer for the full shift
• Experience with call center tools, online systems, or virtual learning environments is a plus
• Positive attitude and willingness to learn during training

Plusses:

• Inbound/outbound call center experience

Project Overview

This role supports an acquisition and full system integration into a client of Insight Global, occurring in May. During this phase, all customers will transition to the parent company's systems, products, and processes. This position plays a critical role in ensuring a smooth customer experience during that transition. The Customer Support Representative serves as a front-line contact for customers navigating changes related to the acquisition. This includes assisting with new debit cards, activation, online banking setup, login issues, and general account-related questions. This is a high-volume, computer-based call center role that requires strong attention to detail, dependability, and the ability to remain professional with frustrated or upset customers. Success in this role is driven by reliability, a positive attitude, and adherence to established procedures designed to protect both the customer and the bank.

Key Responsibilities

• Handle inbound customer calls related to the integration
• Assist customers with new debit card activation, online banking setup and login support and the navigation of “new-to-them” banking products and services
• Follow defined scripts and required call steps to ensure compliance and consistency
• Fully verify customer identities and ask required security questions, even when customers are resistant
• Document all calls accurately using internal systems and call logs
• Identify listening cues for potential suggestive selling or service opportunities
• Maintain awareness of call queues and service levels while managing call flow
• Meet established Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and quality standards
• Ability to work across multiple systems, screens, pages, and tabs simultaneously
• Microsoft Teams and Microsoft Office applications used regularly

Work Environment & Expectations

• Sedentary role — primarily seated at a computer throughout the day
• Noisy call center environment with continuous phone activity
• Not a social or “out-and-about” role; focused, desk-based work
• Call volume is expected to be steady, with real-time visibility into calls waiting in queue
• Performance is tracked through workforce management and quality monitoring tools

Training

• Training is required and attendance is mandatory
• Representatives will be trained on systems, scripts, required call steps, and customer scenarios related to the integration

Job Tags

Similar Jobs