Contact Center Representative - Level 1

Location: Buffalo, Rochester, or Syracuse, NY; fully remote option available. Evening and weekend shift availability is preferred.

Salary: $40,000–$50,000 per year

Company

hirify.global provides banking products and services to internal and external clients.

What you will do

• Deliver courteous and effective service while resolving customer issues according to contact center protocols.
• Protect customer accounts and information by following authentication, privacy, accuracy, and banking compliance procedures.
• Handle account maintenance, transactions, complaints, ATM and debit card assistance, online banking support, and bill payment inquiries.
• Identify and escalate suspicious activity and collaborate with management and internal partners to achieve first-call resolution.
• Inform customers about banking products, services, and digital self-service solutions.
• Maintain call-quality standards, classification codes, sales logs, Calabrio metadata, and performance objectives.

Requirements

• High school diploma or GED.
• Strong verbal and written communication, interpersonal, customer service, analytical, and problem-solving skills.
• Ability to multitask across multiple systems and maintain consistent service quality under pressure.
• Proficiency in Microsoft Word, Excel, and PowerPoint.
• Knowledge of online and mobile banking platforms and bill payment services.
• Willingness and ability to work a fixed, flexible schedule including evenings and weekends.

Nice to have

• 0–1 years of banking experience.
• Call center experience and familiarity with online banking applications.
• Bilingual Spanish proficiency.

Culture & Benefits

• Full-time employment with a team-oriented work environment.
• Remote work option available.
• Participation in call-quality reviews and coaching sessions.
• Visa sponsorship is not available.