Customer Support Representative

Job Description

Insight Global is seeking a Contact Center Support Representative to join the AAB Payment Group for a leading financial services organization. This individual will serve as the first point of contact for customers needing assistance with payment-related products and services. The ideal candidate is customer-focused, detail-oriented, and thrives in a fast-paced environment. Responsibilities include handling inbound support requests, troubleshooting payment and online banking issues, documenting interactions, and partnering with internal teams to ensure timely resolution. This is an excellent opportunity for someone looking to gain experience within the banking industry while having the potential for long-term growth through contract extension or full-time conversion.

DAY TO DAY:

You'll come in each day and log into the phone system and customer support tools. Most of your day will be spent taking inbound calls from customers who are having issues with payments, ACH transactions, wire transfers, or online banking access.

For example, a customer might call because a payment didn't go through, they're locked out of their online banking account, or they need help understanding a transaction. You'll gather information, troubleshoot the issue, walk them through possible solutions, and document everything in the system.

If it's something simple, you'll resolve it yourself. If it's more complex, you'll create a case and work with operations, payments, or technical teams to get it fixed.

Throughout the day you'll be updating customer records, entering notes, tracking open issues, and following up to make sure customers get a resolution.