Senior Contact Center Specialist (Banking)

Location: Buffalo, NY, United States; full-time on-site position

Salary: $18.50–$21.00 per hour, plus shift differential eligibility and benefits.

Company

hirify.global provides banking products and services and supports clients through its contact center and business office operations.

What you will do

• Provide efficient customer service and technical assistance through phone, chat, email, and secure messages.
• Resolve customer questions and problems using a first-call resolution approach, established processes, and multiple customer databases.
• Educate clients on products and services, provide needs-based solutions, and support retention and outbound calling campaigns.
• Handle escalated, difficult, or emotional client situations and serve as a subject matter expert for peers.
• Mentor new Contact Center Specialists and back up Contact Center Supervisors when needed.
• Document interactions, complete administrative tasks, and comply with company policies and federal and state regulations.

Requirements

• High school diploma or equivalent preferred; an associate degree is preferred.
• Less than two years of banking, financial services, or contact center experience preferred.
• Good technical experience and the ability to troubleshoot computers, online access, mobile apps, and bill pay systems.
• Knowledge of debit and credit card systems, automated banking systems, and department-specific software.
• Strong written and verbal communication, active listening, analytical thinking, judgment, and problem-solving skills.
• Ability to work accurately under pressure, adapt to a fast-changing environment, meet service and productivity standards, and work with on-site equipment.

Culture & Benefits

• Collaborative contact center environment with peer support and mentoring responsibilities.
• Eligibility for a shift differential.
• Benefits are available.
• Commitment to an inclusive workplace and equal employment opportunity.