Sales and Service Representative – Customer Care Center

Jobtailor; Pennsylvania; On-site; USD 40,000 - 55,000; Full time

Job summary

Jobtailor is seeking a client-focused Customer Service and Sales Support specialist in the United States to help customers with online banking questions and home secured lending products. You will identify sales opportunities, handle inquiries across channels, and maintain high satisfaction while documenting interactions.

This role requires a reliable home workspace, wired internet, and adherence to background checks and CFPB regulations.

Qualifications

• 1+ years of related customer service experience.
• Familiarity with banking products or financial services.
• Education or certifications may substitute for a degree.
• Dedicated home workspace with PingID setup.
• High-speed internet with wired connection (20 Mbps+).
• Ability to work weekends on a rotating schedule.
• Background checks per CFPB regulations.
• No visa sponsorship or STEM OPT.

Responsibilities

• Handle customer inquiries, including filing disputes and assisting with online banking questions
• Perform customer service and sales support activities
• Transition service conversations into sales opportunities to increase customers’ share of wallet
• Handle inquiries and offer home secured lending products
• Support a complex dedicated suite of products/services and/or use an advanced process or tool for external customers
• Deliver the CARES model to customers and service partners
• Receive, investigate, and respond to customer service and sales inquiries through all customer service channels
• Refer applicable products and services and recommend appropriate solutions
• Follow defined treatments and use active listening to present alternative solutions
• Resolve customer service inquiries and issues while maintaining high customer satisfaction
• Resolve complex or recurring issues and identify root causes
• Document customer interactions and complete service requests thoroughly to minimize customer effort

Skills

Customer Service Experience

Sales Support Activities

Active Listening Skills

Product Knowledge

High Customer Satisfaction

Effective Communication

Problem-Solving

Education

Home Lending Designated Lender Certification

Tools

PingID

High-Speed Internet

Tablet

Smartwatch

Job description

• Handle customer inquiries, including filing disputes and assisting with online banking questions
• Perform customer service and sales support activities
• Transition service conversations into sales opportunities to increase customers’ share of wallet
• Handle inquiries and offer home secured lending products
• Support a complex dedicated suite of products/services and/or use an advanced process or tool for external customers
• Deliver the CARES model to customers and service partners
• Receive, investigate, and respond to customer service and sales inquiries through all customer service channels
• Refer applicable products and services and recommend appropriate solutions
• Follow defined treatments and use active listening to present alternative solutions
• Resolve customer service inquiries and issues while maintaining high customer satisfaction
• Resolve complex or recurring issues and identify root causes
• Document customer interactions and complete service requests thoroughly to minimize customer effort

Requirements

• Typically requires 1+ years of related experience
• Related experience or product knowledge
• Comparable combination of education, job-specific certifications, and experience may be considered in lieu of a degree
• Dedicated, confidential home workspace with a closable door
• Cell phone, tablet, or smartwatch capable of downloading and running PingID
• High-speed internet with a direct wired connection to a cable or fiber modem and router
• Internet service capable of at least 20 Mbps download and upload speeds
• Wired connection in the room with the modem and router; wireless internet is not permitted/supported
• Ability to work a permanent or rotating weekend day
• Subject to additional background checks as required by Consumer Financial Protection Bureau regulations
• No employment visa sponsorship or STEM OPT
• Home Lending Designated Lender Certification - PNC Financial Services Group, Inc

Demonstrates expertise in customer service and sales support, effectively transitioning inquiries into sales opportunities while maintaining high customer satisfaction. Proficient in resolving complex issues and documenting customer interactions to enhance service efficiency.

Highest-signal resume keywords

• Customer Service Experience
• Sales Support Activities
• Home Lending Designated Lender Certification
• Active Listening Skills
• Product Knowledge

ATS Optimization Keywords

Hard Skills

• Customer Inquiry Resolution
• Dispute Filing
• Sales Opportunity Identification
• Service Request Documentation
• Complex Issue Resolution

Soft Skills

• High Customer Satisfaction
• Effective Communication
• Problem-Solving

Certifications & Qualifications

• Home Lending Designated Lender Certification

Industry Keywords

• Consumer Financial Protection Bureau Regulations
• Online Banking
• Home Secured Lending Products

Tools & Technologies

• PingID
• High-Speed Internet
• Tablet
• Smartwatch