Banking Specialist

Talentoma; Tennessee; Remote; USD 39,000 - 55,000; Full time

Benefits offered by this job

Health coverage

Paid leave

Maternity leave

Bonus opportunities

Stipends

Job summary

Talentoma is seeking a Banking Specialist to assist customers with everyday banking activity from a remote home office in Tennessee, USA. The role requires a 40-hour weekly commitment and involves assisting with deposit accounts, digital banking navigation, and routine service requests.

Responsibilities include handling inquiries via calls and tickets, verifying identities, guiding online banking, documenting notes in Dynamics 365, and escalating complex issues.

Qualifications

• 1–2 years of banking service or related customer support experience preferred.
• Familiar with checking/savings accounts, debit cards, and transfers.
• Able to explain online and mobile banking features clearly.
• Comfort using account servicing screens and CRM for notes.

Responsibilities

• Handle banking questions from call/service queues and identify required actions.
• Verify customer identity using approved steps and protect privacy.
• Review deposit activity via Fiserv before responding.
• Explain account features and debit card activity clearly.
• Guide customers through online/mobile banking and self-service options.
• Record interactions and notes in Microsoft Dynamics 365.
• Track unresolved requests in Zendesk and follow up.
• Escalate issues outside authority to the banking service team lead.
• Handle conversations through Genesys and summarize next steps.
• Maintain quality through timely service and follow-ups; review feedback.

Skills

Customer service

Communication

Attention to detail

Problem solving

Team collaboration

Education

High school diploma or equivalent

Tools

Microsoft Dynamics 365

Zendesk

Genesys

Fiserv core banking

Job description

Monthly Pay: $3,533 - $4,962 USD per month

Summary:

When customers need help understanding their everyday banking activity, this role makes sure they receive clear answers and practical next steps. The Banking Specialist focuses on deposit account questions, digital banking navigation, and routine service requests so customers can manage their accounts with greater confidence. This position sits within the banking service team, works under a banking service team lead, and collaborates with customer support colleagues and account servicing specialists. This is a fully remote, desk-based position offering work from home in Tennessee, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities:

• Receive banking questions through assigned call and service ticket queues, identify the customer's immediate concern, and establish the service action needed.
• Follow established customer verification steps before reviewing account information, keeping private details within approved systems and limiting access to the information needed.
• Review deposit account activity and service history through a core banking platform such as Fiserv, checking dates, transaction descriptions, and account status before responding.
• Explain checking and savings account features, available balances, pending transactions, and debit card activity using approved product information and straightforward language.
• Guide customers through online banking and mobile banking navigation, including locating account activity, viewing transfer status, and finding available self-service options.
• Record each contact, relevant account observations, actions taken, and outstanding questions in a CRM such as Microsoft Dynamics 365 so colleagues can continue service accurately.
• Track unresolved requests through a Support platform such as Zendesk, identify the next action, and follow up when updates become available or promised checkpoints arrive.
• Escalate unexplained account activity, access problems, and requests outside assigned authority to the banking service team lead or designated account servicing specialists.
• Handle customer conversations through a Contact-center phone system such as Genesys, summarize agreed next steps, and confirm whether the original question has been answered.
• Maintain quality through accurate explanations, timely handling, complete service notes, and dependable follow-up; review feedback with the team lead and correct identified gaps.

Qualifications:

• High school diploma or equivalent.
• About 1-2 years of banking service, deposit account support, or related customer assistance experience preferred.
• Familiarity with checking and savings accounts, debit cards, electronic transfers, and the differences between posted and pending account activity.
• Understanding of online banking and mobile banking navigation, with the ability to explain routine account features without recommending investments or credit products.
• Comfort using account servicing screens, customer relationship tools, service ticket queues, and phone systems while maintaining accurate notes across connected tasks.
• Clear spoken and written communication, including the ability to explain unfamiliar banking terms and confirm customer understanding without unnecessary technical language.
• Careful handling of private account information, sound judgment about escalation, and consistent use of established verification steps.
• A reliable computer, high-speed internet, and quiet private workspace; availability for the 40-hour weekly commitment and agreed working days and shift times.
• Authorization to work in the United States.
• Fully remote work focused on desk-based banking support from your home workspace.
• Structured onboarding and training on the named systems, account service procedures, and customer conversation standards.
• Regular check-ins with the team lead for feedback, questions, and guidance on unfamiliar requests.
• Opportunities to build deposit account knowledge, digital banking support skills, and clear customer communication.
• Health coverage, paid leave, maternity leave, bonus opportunities, and stipends.