Overview
On Site
Depends on Experience
Contract - W2
Contract - 1 year(s)
No Travel Required
Skills
in bound
call
center
Job Details
Primary Call Center Representative
Location: 100% Onsite – Pittsburgh, PA
Contract Type: 4-Month Contract-to-Hire
Contract Type: 4-Month Contract-to-Hire
About the Role
Our major banking client in Pittsburgh, PA is seeking Primary Call Center Representatives to join their team. This role is ideal for individuals with strong communication skills, a customer-first mindset, and the ability to thrive in a fast-paced environment.
Work Schedule
- Training Period (First 3 Months):
Monday–Friday, 7:45 AM – 5:00 PM - Post-Training:
Must be available for shifts between 8:00 AM – 9:00 PM, including rotating weekends (8:00 AM – 5:00 PM). - Additional Requirements:
Mandatory overtime may be required based on business and training needs. - Parking: Free private lot; public transportation available nearby.
- Position Overview
As a Primary Call Center Representative, you will handle a high volume of inbound calls, identify customer needs, provide product and service information, and resolve inquiries efficiently. The ideal candidate will have a positive attitude, strong work ethic, and the ability to work collaboratively in a team environment.
Key Responsibilities
- Respond to a high volume of inbound calls regarding banking inquiries and service requests.
- Identify customer needs, provide solutions or alternative recommendations, and ensure timely resolution.
- Promote bank products and services by matching offerings to customer needs.
- Perform tasks such as refund requests, dispute handling, payoff quotes, account updates, stop payments, and credit card limit inquiries.
- Provide basic troubleshooting for online banking services (password resets, mobile banking, bill payments).
- Support branch operations and act as a liaison between customers and branches.
- Submit customer feedback to improve service quality.
- Build strong customer relationships through empathy, professionalism, and superior service.
- Perform additional duties and projects as assigned.
- Ability to work some holidays and weekends.
Qualifications
- Education: High School Diploma or GED required; college degree preferred.
- Experience:
- 3+ years in a high-volume inbound Call Centre (100+ calls/day) OR
- College degree in lieu of experience.
Required Skills
- Excellent verbal and written communication skills.
- Strong customer service orientation.
- Detail-oriented with the ability to multitask in a fast-paced environment.
- Proficiency in MS Word, Excel, and Outlook.
- Ability to operate general office equipment and personal computers.
Preferred Skills
- Experience with CRM systems, Workday, and relationship management software.
- Customer-facing experience.
- Familiarity with softphone systems (e.g., Mitel).
Must have
3+ years of high-volume (60+ calls per day) inbound Call Center
Microsoft Suite
Softphone
Typing
Multi-tasking
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.