***PLEASE READ JOB DESCRIPTION IN FULL PRIOR TO APPLYING. ANY APPLICANT WHO HAS NOT READ THE FULL JOB DESCRIPTION, AND DOES NOT MEET THE CRITERIA WILL BE REJECTED***

This role is responsible for handling a large volume of inbound AND outbound calls related to customer service requests and general banking inquiries.

YOU MUST HAVE 5 YEARS EXPERIENCE IN A CALL CENTER. REGULAR CUSTOMER SERVICE DOES NOT COUNT. We are seeking individuals who understand call center metrics, customer experience standards, and financial service professionalism.

NOTE: ***THIS POSITION IS FULLY ONSITE 100% OF THE TIME***

DO NOT APPLY IF:

• DO NOT APPLY IF ***YOU HAVE LESS THAN 5 YEARS OF DIRECT CALL CENTER EXPERIENCE***
• DO NOT APPLY IF You have multiple short-term employment tenures on your resume, GOOD TENURES ARE AN ABSOLUTE REQUIREMENT!
• DO NOT APPLY IF You are seeking hybrid or remote work (this role is 100% ONSITE FULL TIME)
• DO NOT APPLY IF You are uncomfortable working in a high-volume, metric-driven environment
• DO NOT APPLY IF You are not comfortable handling 80 - 100 calls per day
• DO NOT APPLY IF You seek a salary outside of $18-$22/hr. EMPLOYER DECIDES PAY BASED ON EXPERIENCE!
• DO NOT APPLY IF You do not have open availability as this position works on a rotational schedule so you must have completely open availability to work ANY of these shifts, not just one.
• DO NOT APPLY IF You cannot commit to full completion of the 3-week training schedule
• DO NOT APPLY IF YOU DO NOT HAVE YOUR High School Diploma or GED

You must be fully open to ALL of these shifts as seen below:

Training: 3 weeks onsite working Monday–Friday, 8:00 AM – 5:00 PM

***YOU MUST COMMIT TO THE 3 WEEK TRAINING PERIOD. YOU CANNOT CALL OFF DURING THE CONSECUTIVE 3 WEEK TRAINING PERIOD***

Post-Training: (assigned based on business need and rotational basis YOU DO NOT GET TO CHOOSE A SHIFT AT ALL, WHAT-SO-EVER!!!):

• 8:00 AM – 5:00 PM
• 10:00 AM – 7:00 PM
• 12:00 PM – 9:00 PM
• Monday–Friday AND 2 weekend shifts per month required

DUTIES:

• Handling a high volume of inbound customer service calls
• Assisting with disputes, refund requests, stop payments, payoffs, address changes
• Supporting online banking, mobile banking, and bill pay troubleshooting
• Answering card limit increase inquiries
• Resolving complaints with professionalism and ownership
• Meeting or exceeding call center KPIs and performance metrics

Pay: $18.00 - $22.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Application Question(s):

• Have you worked in a high-volume call center environment OR do you have customer service representative (VIA PHONE ONLY) experience SO NOT IN PERSON CUSTOMER SERVICE?
• Are you fully open to working ANY AND ALL of the following shifts: 8AM–5PM, 10AM–7PM, or 12PM–9PM? (Shift will be assigned based on business need so you must have fully open availability. You do not get to choose your shift They are assigned on rotation.) IF YOU ARE NOT ABLE TO WORK ALL AFOREMENTIONED SHIFTS PLEASE DISCARD APPLICATION AS THIS IS A REQUIREMENT BY EMPLOYER.
• Are you willing to work two weekend shifts per month without exception?
• Are you comfortable working in a metric-driven environment where call time, quality scores, and productivity are monitored?
• This position pays $18–$22/hour. Is this within your acceptable compensation range? EMPLOYER WILL DETERMINE WHERE YOU FALL WITHIN THE RANGE BASED ON YOUR EXPERIENCE.
• Have you successfully answered all the questions within this screening? IF SO, PLEASE COMPLETE ACCORDINGLY OR APPLICATION WILL NOT BE VIEWED.
• Do you have 5 years of RECENT call center experience (not retail, not face-to-face customer service)? IF NOT PLEASE DISCARD YOUR APPLICATION AS YOUR RESUME WILL NOT BE VIEWED!!!
• Do you have prior experience handling 80-100 calls per day? (IF NOT, PLEASE DISCARD YOUR APPLICATION AS THIS IS A REQUIREMENT BY EMPLOYER!)
• This role is 100% onsite near the North Shore / North Side area of Pittsburgh. Are you able to commute daily? THERE IS NO REMOTE OPPORTUNITY WHAT-SO-EVER!
• Can you complete 3 consecutive weeks of mandatory onsite training (Monday–Friday 8AM–5PM) with no schedule conflicts? (IF NOT, PLEASE DISCARD APPLICATION, THIS MANDATORY TRAINING PERIOD CANNOT BE INTERRUPTED FOR ANY REASON)
• This positions begins on August 17th, this is NON NEGOTIABLE (NO EARLIER slot offered!!!). Is this start date acceptable for you?

Education:

• High school or equivalent (Required)

Work Location: In person