Contact Center Agent I

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Contact Center Agent I based in the United States.

This is a fully remote customer service opportunity supporting members of a global financial institution.

You will serve as a trusted point of contact, helping members navigate account questions, products, services, and financial needs.

The role combines relationship building, problem solving, and accurate handling of calls, emails, and chats.

You will work across multiple systems while maintaining a high standard of professionalism, responsiveness, and service quality.

Success requires strong organization, attention to detail, and the ability to consistently meet contact center performance goals.

You will also play an important role in maintaining regulatory compliance, including anti-money laundering and financial crime prevention requirements.

The position offers a structured, team-oriented environment with opportunities to develop your customer service and financial services expertise.

Accountabilities

• Deliver exceptional member service: Provide prompt, courteous, and knowledgeable support to internal and external members while consistently demonstrating service excellence behaviors.
• Support member needs: Respond to inbound calls, emails, and chats covering product information, account details, debit and credit cards, new account establishment for existing members, and other financial inquiries.
• Build trusted relationships: Identify members’ needs, understand their financial objectives, and present relevant products and services by clearly explaining their features and benefits.
• Resolve issues effectively: Research member concerns, identify appropriate solutions, and escalate complex or unresolved issues through the correct channels when necessary.
• Meet performance standards: Consistently work toward contact center KPIs, including schedule adherence, average handle time, quality scores, and other established performance measures.
• Apply feedback and improve performance: Work closely with supervisors, seek feedback, and implement coaching to meet or exceed service and productivity expectations.
• Maintain regulatory compliance: Follow applicable laws, regulations, policies, and ethical standards, including Bank Secrecy Act and anti-money laundering requirements.
• Support financial crime prevention: Remain alert to potentially suspicious activity, complete required regulatory reports accurately and promptly, and maintain current BSA/AML/OFAC training.
• Participate in organizational activities: Attend required meetings, training sessions, and organizational events and take on additional responsibilities as assigned.
• Collaborate effectively: Contribute to a positive team environment while working independently and maintaining strong relationships with colleagues and members.

Requirements

• Education: High school diploma, GED, or equivalent secondary education credential required; some college coursework is preferred.
• Customer service experience: At least two years of experience in customer-facing environments such as retail, concierge services, contact centers, banking, or financial services.
• Organization and multitasking: Strong organizational and prioritization skills, with the ability to manage multiple systems and member interactions simultaneously.
• Independent work style: Able to work reliably with general supervision, manage responsibilities independently, and remain focused in a remote environment.
• Goal orientation: Dependable, motivated, and comfortable working toward measurable performance and quality targets.
• Communication skills: Excellent verbal and interpersonal communication skills, with a professional, empathetic, and service-oriented approach.
• Relationship building: Ability to establish positive and effective relationships with members and colleagues across different levels of an organization.
• Technology proficiency: Strong computer skills are expected; intermediate proficiency with Microsoft Word and Excel is a plus.
• Financial services awareness: Familiarity with banking products, account servicing, or financial services is advantageous.
• Compliance mindset: Ability to follow established procedures and maintain confidentiality, accuracy, and attention to detail when handling sensitive financial information.
• Schedule: Availability for the required Monday-Friday shift from 3:15 PM to 12:00 AM.

Benefits

• Fully remote position within the United States.
• Competitive annual salary; the NYC range is $51,000-$55,000, with compensation adjusted based on geographic location.
• Opportunity to develop expertise in customer service, banking, and financial services.
• Structured training, coaching, and professional development opportunities.
• Collaborative and purpose-driven work environment.
• Inclusive workplace committed to diversity and equal opportunity.
• Exposure to a global membership base and meaningful financial service interactions.
• Opportunities to contribute to a service-focused organization and build long-term professional skills.