Financial Services Representative

About the Role

This is a fully remote, desk-based Financial Services Representative role, requiring a 40-hour weekly commitment. Working days and shift times may vary. The representative sits within the customer support team and works under a customer service team lead. The role communicates with customers, banking service specialists, and the support team to address questions without providing investment recommendations or selling products.

Key Responsibilities

• Receive customer questions through incoming calls, emails, and service tickets, identifying the requested information and checking existing notes before responding.
• Handle telephone conversations through a Contact-center phone system such as RingCentral, explaining next steps clearly and confirming that customers understand the response.
• Answer everyday questions about online banking navigation, statement availability, displayed balances, and published service features using approved reference materials rather than assumptions.
• Review the customer's stated concern and relevant service history, distinguishing general information requests from issues that need specialist attention before offering an answer.
• Record the question, information provided, outstanding issue, and next action in a CRM such as HubSpot so colleagues can understand the conversation.
• Track unresolved questions through a Support platform such as Zendesk, keeping ticket status and ownership current as work moves between colleagues.
• Explain available self-service steps in plain language, helping customers locate information without requesting passwords or asking them to share sensitive financial details.
• Escalate unclear service information, recurring access problems, and concerns beyond the role's scope to the customer service team lead or banking service specialists.
• Follow up when an answer remains outstanding, communicate confirmed updates, and check that the original question has been addressed before closing the ticket.
• Meet quality standards for answer accuracy, timely responses, complete notes, appropriate escalation, and dependable follow-up; apply feedback from reviewed interactions to later conversations.

Requirements & Tech Stack

• High school diploma or equivalent.
• No experience required; related experience answering customer questions in financial services, banking, or another service environment is preferred.
• Basic understanding of everyday banking terminology, including balances, statements, checking accounts, savings accounts, and the difference between general information and personalized financial advice.
• Familiarity with online banking and mobile banking navigation, with the ability to explain common screen options clearly without accessing a customer's personal device.
• Willingness to learn the example systems named above, follow written service procedures, and keep customer conversations and ticket updates organized.
• Clear spoken and written communication, patient listening, and the ability to explain unfamiliar financial terms without making promises about outcomes.
• Careful handling of customer information and sound judgment about when to stop troubleshooting and seek guidance from the team lead.
• A reliable computer, high-speed internet, and a quiet private workspace; availability for the 40-hour weekly commitment and agreed working days and shift times.
• Authorization to work in the United States.

Perks & Benefits

• Fully remote work from home in a desk-based customer support role.
• Structured onboarding and training on the named systems, service references, and escalation procedures.
• Regular check-ins with the team lead to review questions, discuss feedback, and strengthen service consistency.
• Opportunities to build financial literacy, banking service knowledge, clear explanations, and practical customer support skills.
• Health coverage, paid leave, a 401(k), maternity leave, and bonus opportunities.