Contact Center Specialist I (Fintech)

Location: Columbus, OH, United States; on-site work required

Company

hirify.global provides banking products and services supported by a customer contact center.

What you will do

• Provide quality and efficient customer service through multiple customer databases and department-specific systems.
• Identify and resolve customer problems using a first-call resolution approach, established policies, procedures, and scripts.
• Provide technical assistance and troubleshoot online access, mobile app, bill pay, debit card, and credit card issues.
• Educate clients on Northwest products and services and make assigned outbound calls.
• Document results, protect client and bank confidentiality, and comply with company policies and federal and state regulations.
• Support contact center orientation training and collaborate with colleagues to improve service quality.

Requirements

• Ability to communicate clearly, listen actively, analyze information, make sound decisions, and manage difficult customer situations.
• Ability to establish effective working relationships, work under pressure, and meet productivity, attendance, scheduling, and service-level standards.
• Ability to use Microsoft Office, computer applications, on-site equipment, and department-specific software.
• Knowledge of banking products and services, automated banking systems, mobile applications, bill pay, debit cards, and credit cards.
• High school diploma or equivalent preferred; an associate degree in a related subject is preferred.
• Customer service experience and a strong technological background are preferred.

Culture & Benefits

• Full-time position with scheduled work Monday through Friday and Saturday during contact center operating hours.
• Evening shifts and Saturday hours are assigned on a rotating basis.
• Shift differential is available for hours worked after 5:00 PM.
• The contact center is closed on regular bank holidays.
• Inclusive workplace committed to equal employment opportunity.