Senior Customer Service Representative

Job Description

Job Profile

Job Title: Senior Customer Service Representative

Location: Hybrid – Buffalo, with paid training in Albany, NY

Hire Type: Direct Hire

Pay Range: $30/hour

Recruiter Contact:

Karissa Lubberts

Luisa Beato

Nature & Scope:

Positional Overview

Do you have a knack for resolving complex member issues and escalations with professionalism, accuracy, and empathy within a call center environment? Join our client as a Senior Customer Service Representative where you’ll advocate for members and deliver an exceptional experience during sensitive or complicated interactions. In this role you’ll support financial transactions, investigate fraud, manage fee refunds, and ensure compliance with internal policies and regulations.

Role & Responsibility:

Tasks That Will Lead To Your Success

Resolve escalated or complex member issues, ensuring first-contact resolution and a positive member experience within a call center environment.

Adherence to call center protocols, data protection policies and performance metrics such as call handling time, quality assurance and customer satisfaction scoring.

Log all member inquiries within dedicated case management program, capturing key information, follow up requirements and learning/enhancement opportunities.

Handle sensitive member complaints and disputes with professionalism, empathy, and care.

Process financial transactions, open/close accounts, and manage debit/ATM cards and disputes.

Review and process loan and credit card applications, providing clear and accurate information.

Investigate potential fraud and wire requests, escalating suspicious activity as needed.

Decision fee refunds within defined authority, balancing member satisfaction and policy.

Ensure regulatory and policy compliance across all interactions and processes.

Serve as liaison between front-line staff and internal departments to resolve member concerns.

Identify recurring member pain points and recommend process improvements to leadership.

Participate in job-related training, special projects, and department meetings as needed.

Skills & Experience

Qualifications That Will Help You Thrive

Associates degree or equivalent OR one to two years related experience and/or training. (Equivalent combinations of education and experience will also be considered).

Minimum of 2 years’ contact center experience

Lending certification a plus

Flexible to work a structured schedule that includes evening and weekend hours

Commitment to delivering exceptional customer service and driving continuous improvement

Must be available for paid on-site training in Albany, NY

Full-time

Hybrid remote