Remote Inbound Banking Support

This is a remote position.

Key Responsibilities

• Serve as the first point of contact: Address customer inquiries and concerns regarding personal and business banking via inbound telephone calls.
  

• Resolve account issues: Assist callers with retail commercial and online banking matters including debit card questions fraud alerts identity theft policy and procedural guidance and everyday account maintenance.
  

• Identify opportunities: Recognize crosssell opportunities and suggest referrals to other banking products or services where appropriate.
  

• Maintain confidentiality: Deliver precise secure and confidential service to protect customer data and comply with banking regulations.
  

• Document interactions: Record call details and resolutions in the clients system for each interaction to ensure consistent and accurate followup.
  

Training & Certification

• Mandatory and paid: All agents must complete a paid certification program before servicing customers. Training combines instructorled sessions with selfstudy modules.
  

• Phase 1 InstructorLed & SelfStudy (Mar 2 Mar 25 2026): Approximately 19 days of training with six hours per day of instructorled instruction and selfstudy. Agents will learn about the clients systems applications and policies to ensure high levels of compliance.
  

• Phase 2 Certification CallTaking (Mar 26 Apr 6 2026): Apply what youve learned by handling live calls while receiving feedback from instructors. Agents must serve a minimum of 10 hours per week during this phase as outlined in the Statement of Work.
  

• Class schedule: Classes are held MondayFriday in sixhour blocks with two available time slots: 9:00 a.m. 3:00 p.m. ET or 3:00 p.m. 9:00 p.m. ET. There is no class on Friday April 3rd. 100 % attendance is strongly encouraged for success.
  

• Completion criteria: Agents must pass all assessments with scores of 85 % or higher achieve 85 % on two quality evaluations during the first five days of calls complete all selfpaced modules (including compliance and security awareness training) and limit errors during calltaking to remain eligible for production.
  

Equipment & Workspace Requirements

• Telephone line: One of the following is required: a Plain Old Telephone Service (POTS) line cable telephony a digital phone service directly connected to your router/modem or a VoIP service using a physical desktop telephone.
  

• Headset and phone: A hardwired telephone and headset or keypad/headset (e.g. AGPTek or Plantronics) for voice calls.
  

• Computer: A Windows 11 PC (fully patched) with at least 8 GB RAM and a compatible processor; dual monitors are strongly recommended.
  

• Internet: A wired connection from your router or modem for stability.
  

• Mobile device: An Apple or Android smartphone for secondary code verification and photo ID verification.
  

• Webcam: Required during class for engagement activities and security checks.
  

Certification & Security Requirements

• Background check and drug screening: A thirdparty vendor will conduct a background check and drug screening during enrollment. You will receive instructions via email to schedule your drug screening and it must be completed at least seven days prior to the start of class. A fee is required paid directly to the vendor.
  

• Photo ID verification: You will be prompted to submit photos of the front and back of your drivers license/ID card and take a selfie using your mobile device during enrollment. A PC scan will verify your equipment before class and a facial authentication step will be required each time you log in to the virtual classroom.
  

Eligibility & Contractor Responsibilities

This opportunity is open to U.S. residents only. Customer service agents work as independent contractors and are responsible for any taxes expenses and equipment associated with performing this role. Consult a tax professional if you have questions about your obligations as a 1099 contractor.