Customer Care Center Representative

Job Description

Job Description

Our client is in need of a Customer Care Center Representative to support customers from our San Antonio, Texas location through thoughtful, accurate, and efficient service. This opportunity is ideal for someone who enjoys resolving account questions, guiding callers to the right resources, and creating a positive banking experience. The position also plays a key role in managing debit card claims and dispute cases with strong attention to detail, timely follow-up, and compliance-focused documentation.

Responsibilities:

• Handle inbound calls with professionalism, assess each inquiry quickly, and provide clear support for a wide range of customer account needs.

• Share accurate information related to balances, recent activity, and banking products while ensuring customers understand the next steps available to them.

• Route callers to the appropriate internal teams when requests fall outside the scope of the contact center and help create a smooth handoff.

• Resolve customer concerns with patience and empathy, identifying practical options that improve convenience and overall satisfaction.

• Open and manage debit card dispute cases, gathering required details and supporting documents in accordance with established regulatory standards.

• Monitor dispute activity from intake through resolution, maintain complete records, and issue provisional credits when eligibility requirements are met.

• Coordinate with internal partners and external service providers to advance investigations, send required correspondence, and keep cases moving within mandated timelines.

• Provide customers with timely updates on dispute progress and outcomes while completing daily balancing activities and other assigned operational support tasks.

• Experience delivering customer support in a call center, banking service environment, or other high-volume customer contact setting.
• Ability to manage multiple browser windows and systems efficiently while speaking with customers and documenting interactions.
• Strong written communication skills for clear and accurate email correspondence, case notes, and customer-related documentation.
• Proven customer service and customer success skills with the ability to de-escalate concerns and maintain a positive experience.
• Comfort troubleshooting basic connectivity or access-related issues and guiding customers through practical solutions.
• Attention to detail when handling reporting, documentation, deadlines, and transaction-related information.
• Ability to balance speed, accuracy, and compliance while managing sensitive financial inquiries and dispute-related work.