Company Overview and Culture 

 
For the past 20 years, EXL has worked as a strategic partner and won awards in its approach to helping its clients solve business challenges such as digital transformation, improving customer experience, streamlining business operations, taking products to market faster, improving corporate finance, building models to become compliant more quickly with new regulations, turning volumes of data into business opportunities, creating new channels for growth and better adapting to change. The business operates within four business units: Insurance, Health, Analytics, and Emerging businesses. For information, visit www.exlservice.com.

Job Title: Financial Services Customer Service Representative (Remote)

Location: 100% Remote - Work from Home

Shifts: Monday through Friday shifts and Weekend shifts available - hours vary - 8AM EST - 5PM EST / 10AM EST - 7PM EST / 11AM EST - 8:30PM EST 

Job Description:

• We are seeking a highly motivated Financial Customer Service Representative to join our dynamic team.
• This is a remote position that offers the flexibility of working from home while providing exceptional customer support to brokers, clients, merchants, and financial institutions.
• The ideal candidate will have strong communication skills, a solid understanding of financial products, and a commitment to delivering high-quality service with accuracy and professionalism.

Key Responsibilities:

• Answer incoming calls from brokers, clients, merchants, and financial institutions related to checking accounts, debit cards, ACH transfers, and bill payments.
• Provide top-notch customer service by adhering to required call techniques, ensuring inquiries are handled promptly, courteously, and with a high level of accuracy.
• Collaborate with cross-functional teams to resolve customer issues efficiently and accurately, escalating complex cases as needed.
• Follow general instructions on special assignments while working independently on routine tasks.
• Share knowledge of products and procedures with less experienced team members and assist with follow-up calls as necessary.
• Maintain up-to-date knowledge of company products and services, ensuring the ability to answer customer questions effectively.
• Accurately document customer interactions and issue resolutions in the system for record-keeping and reporting purposes.
  

Qualifications:

• Proven experience in customer service, preferably in the financial services sector (1-3 years).
• Strong understanding of financial products such as checking accounts, debit cards, ACH, and bill payment processes.
• Exceptional verbal and written communication skills with an emphasis on clarity and customer care.
• Ability to work independently in a remote setting while adhering to company guidelines.
• High attention to detail and a strong focus on accuracy when handling transactions and customer inquiries.
• Familiarity with CRM software and basic office programs (Microsoft Office, Google Suite, etc.).
• Ability to remain patient and calm under pressure while solving customer issues.
• Ability to follow general instructions for routine tasks and contribute to special assignments as needed.
  

Preferred Qualifications:

• Experience working remotely or in a virtual team environment.
• Familiarity with financial institutions or previous work experience in a related industry.
• Demonstrated ability to manage time effectively and work under minimal supervision.