Call Center Representative (Banking) -Phoenix, AZ

Agility360; Phoenix (AZ); On-site; USD 32,000 - 42,000; Full time

Job summary

Agility360 in Phoenix is seeking a Call Center Representative (Banking) to support business and consumer clients with digital banking, treasury management, and payment solutions while delivering exceptional client experiences.

You will handle inquiries by phone, email, and written correspondence, guiding clients on online banking platforms and ACH/wire transfers. This 6-month contract offers potential for conversion and requires proactive, compliant service.

Qualifications

• 2+ years of experience in customer service or financial services.
• Strong verbal and written communication skills.
• Ability to navigate multiple systems and prioritize work.
• Understanding of banking products and treasury services.
• Independent work style with high accuracy and compliance.
• Shifts start at 6:00 AM, 8:00 AM, or 9:00 AM; overtime and some Saturdays.

Responsibilities

• Serve as primary contact for business and consumer clients by phone, email, and written correspondence.
• Assist clients with digital banking, treasury management, ACH payments, wires, and online banking.
• Provide guidance on products and system functionality with a customer-focused approach.
• Resolve inquiries accurately, engaging internal partners as needed.
• Investigate issues using multiple systems and follow up through resolution.
• Set expectations, identify risks, and escalate when necessary.
• Maintain records of interactions and resolutions with attention to detail.

Skills

Customer service

Verbal & written communication

Problem solving

Multitasking

Attention to detail

Banking knowledge

Education

High School Diploma or GED

Tools

Online banking platforms

Multiple banking systems

Job description

Call Center Representative (Banking)

Location: Onsite in Phoenix, AZ

Make an Impact Every Day

Are you passionate about helping customers and solving problems? Join a team where you'll support business and consumer banking clients with digital banking, treasury management, and payment solutions while delivering an exceptional customer experience.

This is a great opportunity to grow your career in banking, treasury management, digital payments, and client relationship management.

What You'll Do

Deliver Exceptional Client Support & Resolve Client Issues

• Serve as a primary point of contact for business and consumer banking clients through phone, email, and written correspondence.
• Assist clients with digital banking and treasury management services, including ACH payments, wire transfers, remote deposit capture, Positive Pay, Reverse Positive Pay, and online banking platforms.
• Provide guidance on products, services, and system functionality while delivering a professional and customer-focused experience.
• Support both external clients and internal business partners by resolving inquiries accurately and efficiently.
• Investigate and resolve a wide range of client inquiries using multiple systems, tools, and resources.
• Take ownership of customer concerns from initial contact through final resolution, including necessary follow-up communication.
• Assess issues, determine appropriate solutions, and manage time-sensitive requests with urgency and attention to detail.
• Set clear expectations, identify potential risks, and escalated unresolved concerns when appropriate.

Maintain Security & Compliance

• Follow customer identification and verification procedures before providing account support or transaction assistance.
• Protect confidential client information and adhere to established compliance, security, and risk management standards.
• Ensure all interactions are handled in accordance with bank policies and regulatory guidelines.

Partner Across the Organization

• Collaborate with banking, treasury management, operations, and support teams to deliver effective solutions for clients.
• Balance client service excellence with regulatory, compliance, and risk management requirements.
• Maintain accurate and detailed records of client interactions and issue resolution activities.

What Makes You Successful

You are:

• Passionate about helping clients and delivering exceptional service.
• An effective communicator who can confidently explain information and solutions.
• A critical thinker who can evaluate situations and resolve complex issues.
• Comfortable working in a high-volume, fast-paced environment.
• Able to manage multiple systems and tasks while maintaining accuracy.
• Detail-oriented, adaptable, and committed to achieving positive client outcomes.
• Eager to learn and expand your knowledge of banking, treasury management, and payment services.

Qualifications

Required

• 2+ years of experience in customer service, branch banking operations, treasury services, financial services, or a related field.
• High School Diploma or GED.
• Strong verbal and written communication skills.
• Ability to navigate multiple systems and manage competing priorities.
• Understanding of banking products, treasury services, or commercial banking operations.
• Ability to work independently while maintaining accuracy and compliance standards.
• Availability for shifts beginning at 6:00 AM, 8:00 AM, or 9:00 AM.
• Overtime and occasional Saturday hours may be required.
• 6 month contract opportunity with potential for conversion.

Preferred

• Experience in a call center, banking operations, treasury management, cash management, or payment processing environment.
• Knowledge of consumer and small business banking products and services.
• Experience supporting ACH transactions, wire transfers, remote deposit capture, or online banking platforms.
• Familiarity with compliance and regulatory requirements within financial services.
• Willingness to learn, collaborate, and contribute to a team-oriented environment.