Remote Banking Support Specialist

Sales Match; Fort Wayne (IN); Remote; USD 39,000 - 55,000; Full time

Benefits offered by this job

Fully remote work

Onboarding and training on CRM/Freshs­

Health coverage

401(k) plan

Bonus opportunities

Stipends

Job summary

Sales Match is seeking a Financial Services Specialist to join the remote support team assisting customers with deposit accounts, digital banking, and transfers from Indiana. You will handle inquiries, verify customers, review activity, and explain account features using plain language while following documented processes.

The role requires 1–2 years in financial services support, strong communication, and the ability to work a 40-hour week with flexible shifts.

Qualifications

• High school diploma or equivalent.
• 1–2 years of experience in financial services support, retail banking assistance, or deposit account customer service preferred.
• Familiarity with checking accounts, savings accounts, debit cards, ACH payments, and routine online banking terminology.
• Ability to interpret displayed transaction status and explain account information without offering investment recommendations or making decisions outside assigned authority.
• Comfort navigating a CRM such as Microsoft Dynamics 365 and a Support platform such as Freshdesk while maintaining clear interaction notes.
• Clear spoken and written communication, including the ability to explain unfamiliar financial terms patiently and check customer understanding.
• Reliable computer, high-speed internet, and a quiet private workspace suitable for handling customer conversations and account information.
• Availability for the 40-hour weekly commitment and agreed working days and shift times.
• Authorization to work in the United States.

Responsibilities

• Receive customer inquiries through assigned service queues, emails, and calls, identifying whether each question concerns deposit accounts, digital banking, debit cards, or transfers.
• Complete established customer verification steps before discussing account information, and keep conversations focused on the information needed to address the inquiry.
• Review available account activity and service history, checking transaction dates, displayed transfer status, and prior contacts before explaining what the information shows.
• Explain checking and savings account features, routine service fees, and online or mobile banking navigation using approved reference materials and plain language.
• Answer routine questions about ACH payments and debit card activity, distinguishing pending activity from completed transactions without promising when funds will become available.
• Record the inquiry, checks completed, explanation provided, and next action in a CRM such as Microsoft Dynamics 365 so colleagues can continue assistance.
• Track unresolved requests in a Support platform such as Freshdesk, assigning the appropriate category and noting the responsible team and expected update.
• Escalate account discrepancies, transfer delays, or requests outside assigned authority to account operations colleagues or the financial services team lead with concise supporting notes.
• Follow up when an internal response arrives or an expected update is due, explain the outcome, and confirm whether the customer needs further assistance.
• Close completed requests with clear resolution notes; quality is judged through accuracy, turnaround, complete notes, appropriate escalation, and dependable follow-up.

Skills

Communication skills

CRM navigation

Customer service

Attention to detail

Education

High school diploma or equivalent

Tools

Microsoft Dynamics 365

Freshdesk

Job description

Sales Match is seeking a Financial Services Specialist to join the remote support team assisting customers with deposit accounts, digital banking, and transfers from Indiana. You will handle inquiries, verify customers, review activity, and explain account features using plain language while following documented processes.

The role requires 1–2 years in financial services support, strong communication, and the ability to work a 40-hour week with flexible shifts.