Customer Care Advisor

Customer Care Advisor I

Insight Global is seeking a Customer Care Advisor I for a leading regional banking client. This individual will support a high-volume customer care initiative tied to upcoming digital banking migrations and product changes impacting customers nationwide. The ideal candidate is an empathetic communicator who thrives in a fast-paced call center environment and enjoys helping customers navigate technical issues while providing exceptional service.

This role will primarily support inbound phone and chat interactions, guide customers through online banking tools, answer account-related questions, and help resolve concerns regarding new products and account changes. Technical and banking-specific training will be provided, making strong customer service skills, professionalism, adaptability, and relationship-building abilities the key drivers for success. Pay for this role is between $20-$23 hourly.

Required Skills & Experience Must-Haves:
Strong customer service and/or call center experience Excellent verbal and written communication skills High empathy and relationship-building ability Comfortable handling difficult or emotional customer conversations Strong technical aptitude and ability to guide customers through online systems Microsoft 365 proficiency, especially Outlook and Teams Ability to multitask across multiple systems and platforms Strong problem-solving and critical-thinking skills High School Diploma Experience in a high-volume customer-facing environment Flexibility to work evenings and weekends as needed

Nice to Have Skills & Experience Plusses:
Banking or financial services experience Community bank experience Insurance customer service background Experience with Q2 Online Banking Platform Experience with Fiserv Experience with Finxact Experience with Savannah platform Previous phone and chat support experience Knowledge of banking products and systems

Day-to-Day:
Handle inbound customer service inquiries via phone and chat Assist customers with online banking login issues and enrollment support Answer account access and digital banking questions Educate customers regarding product changes, fees, rewards, and account terms De-escalate customer concerns and provide empathetic solutions Navigate multiple internal systems while documenting interactions Meet quality, productivity, and customer satisfaction metrics Maintain knowledge of company policies, products, and procedures Deliver a positive customer experience that supports long-term retention Participate in training, coaching, and special projects as needed