Call Center Customer Service Representative - onsite : Cincinnati, OH

Job Title:

Call Center Customer Service Representative

Location:

Cincinnati, OH (5001 Kingsley Dr. Cincinnati OH 45227) Duration: 3-4 months Contract to Start Pay Rate: $17/hr on W2 Timing: 8am - 8pm (8 hr shift) - Mon to Friday

Job Description:

General Function:
The Call Center Customer Service Representative is responsible for handling customer telephone calls in English and spanish while delivering exceptional customer service. The role focuses on resolving customer inquiries efficiently during the first interaction, educating customers on bank products and services, and identifying opportunities to upsell and cross-sell based on customer needs. The position requires adherence to the bank's policies, procedures, and risk framework to ensure a positive and compliant customer experience.

Key Responsibilities:

-Handle inbound customer calls in a professional and courteous manner
-Communicate fluently in English and spanish
-Provide accurate information regarding banking products, services, and policies
-Resolve customer inquiries during the initial call without unnecessary transfers
-Complete required follow-ups within committed timelines
-Maintain strict customer confidentiality and comply with departmental policies
-Accurately enter, update, and verify customer information in internal systems
-Initiate and complete documentation and request forms as required
-Effectively use computer systems for call tracking, troubleshooting, and data entry
-Educate customers on bank products and services, including upselling and cross-selling when appropriate
-Identify and suggest improvements to processes that enhance productivity and customer satisfaction
-Continuously update knowledge of banking products, services, and procedures
-Perform additional duties as assigned

Minimum Qualifications

Skills:

-High school diploma or equivalent required
-Basic computer skills with the ability to perform data entry
-Knowledge of banking products and procedures is an advantage
-Prior customer service or call center experience preferred
-Excellent verbal communication and telephone etiquette
-Strong problem-solving skills and customer-focused attitude
-Ability to work in a fast-paced, onsite call center environment Epik Solutions is an Equal Opportunity Employer. All qualified applicants are encouraged to apply and will receive consideration for employment. All employment decisions at Epik are based on business needs, job requirements and individual qualifications and merit, without regard to race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, parental status, military service, or any other status protected by applicable law or regulations.

Epik participates in the E-Verify program.