Job Title: Banking Associate
Monthly Pay: $3,533 - $4,962 USD per month
Summary:
When customers have questions about everyday banking, this role helps them leave with clear answers and practical next steps. The Banking Associate handles routine account inquiries, explains digital banking features, and keeps service requests moving toward resolution. The position sits within the banking customer support team and works under a customer service team lead. It works with customers, account servicing colleagues, and digital banking support specialists to address questions without providing financial recommendations. This is a fully remote, desk-based position offering work from home in Maryland, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.
Job Responsibilities:
• Receive customer calls, emails, and queued service tickets concerning checking accounts, savings accounts, transaction activity, and everyday digital banking questions.
• Complete established customer authentication steps through approved channels before viewing account details, without requesting sensitive information through ordinary email or chat.
• Review available account information and recent service history to understand each question, distinguish completed actions from pending activity, and identify missing context.
• Explain account features, displayed balances, transaction descriptions, standard fees, and available self-service options using approved banking reference materials rather than personal recommendations.
• Guide customers through online banking and mobile banking navigation, including locating account information, viewing activity, and finding relevant support options.
• Record inquiry summaries, actions taken, and next steps in a CRM such as Salesforce so colleagues can continue the conversation accurately.
• Track unresolved requests through a Support platform such as Freshdesk, assigning the correct inquiry category and recording ownership and follow-up needs.
• Manage customer conversations through a Contact-center phone system such as Five9, using appropriate transfers and clear handoffs when another team must assist.
• Escalate unexplained transaction status questions to account servicing colleagues and digital access difficulties to digital banking support specialists; involve the team lead when ownership remains unclear.
• Follow up on open requests, confirm customers understand the outcome, and close completed tickets; quality is judged by accuracy, turnaround, complete notes, and follow-up.
Qualifications:
• High school diploma or equivalent.
• No experience required; related banking, contact center, or customer support experience preferred, including experience helping people understand routine account information.
• Basic understanding of checking accounts, savings accounts, deposits, withdrawals, and the difference between available balances and pending transaction activity.
• Familiarity with online banking and mobile banking navigation, with willingness to learn approved procedures before answering unfamiliar customer questions.
• Comfort learning customer relationship software, support ticket systems, and phone tools while keeping information consistent across connected customer conversations.
• Clear spoken and written communication, including the ability to explain unfamiliar banking terms simply and confirm the customer's understanding.
• Careful handling of private account information, accurate note-taking, and sound judgment about when to seek guidance rather than guess.
• A reliable computer, high-speed internet, and quiet private workspace; availability for the 40-hour weekly commitment and agreed working days and shift times.
• Authorization to work in the United States.
Perks & Benefits:
• Fully remote work focused on desk-based banking support and customer conversations from home.
• Structured onboarding and training on the example systems described above, along with everyday banking service procedures.
• Regular check-ins with the team lead to review questions, receive feedback, and strengthen service consistency.
• Build practical skills in banking terminology, digital banking guidance, customer communication, and accurate service follow-through.
• Health coverage, paid leave, a 401(k), maternity leave, and stipends.