Note: The job is a remote job and is open to candidates in USA. Talentoma is hiring a Banking Operations Associate to handle routine banking service requests through phone, email, and live chat. The role reviews account information, documents and routes requests, tracks follow-up, and escalates issues outside established procedures.
Responsibilities
- Receive routine banking operations requests through a shared queue, phone calls, emails, and live chat, then identify the request type and next action
- Review customer-provided information against available account details and ask focused follow-up questions when key information is missing
- Enter clear request summaries, contact details, actions taken, and status updates in a CRM such as HubSpot
- Use a support platform such as Freshdesk to create, update, categorize, and route service tickets to the appropriate internal team
- Respond to routine questions about service steps, account maintenance requests, payment status, and available service information using approved guidance
- Use a contact-center phone system such as Five9 to handle calls, document conversation outcomes, and direct customers to the right resource when needed
- Track assigned requests through completion, send timely updates, and follow up with customers or internal contacts when an item remains unresolved
- Escalate unusual account questions, conflicting information, or requests outside established procedures to the operations team lead
- Coordinate with customer support and account operations contacts to clarify handoffs, share current status, and reduce repeated customer contacts
- Protect customer information by using approved systems and sharing details only with authorized internal contacts
- Meet quality expectations through accurate request handling, timely turnaround, complete notes, appropriate routing, and consistent follow-up
Skills
- High school diploma or equivalent
- No experience required
- Interest in banking operations, account servicing, payment operations, and routine financial service requests
- Ability to review account information carefully and apply written procedures to routine requests
- Comfortable using a CRM such as HubSpot and a support platform such as Freshdesk after training
- Ability to communicate clearly and respectfully by phone, email, and live chat with customers and internal contacts
- Ability to maintain organized case notes, track open items, and recognize when an issue needs escalation
- Authorization to work in the United States
- Related experience preferred
Benefits
- Fully remote work from Nebraska, United States.
- Structured onboarding and training on a CRM such as HubSpot, a support platform such as Freshdesk, and a contact-center phone system such as Five9.
- Regular check-ins with the operations team lead to discuss questions, progress, and workflow support.
- Opportunities to build skills in banking operations, account servicing, request routing, payment operations, and customer assistance.
- Health coverage
- Paid leave
- A 401(k)
- Bonus opportunities
- Stipends
Company Overview