LHH · 6 hours ago
Call Center Customer Service Representative (Second Shift)
Cincinnati, OH
Contract
Onsite
Entry Level
$19/hr - $20/hr
1+ years expLHH is seeking a customer-focused representative to handle high-volume inbound calls and targeted outbound follow-ups for online banking customers. The role involves resolving account inquiries, guiding users through digital banking features, and managing escalations with empathy and accuracy.
Human Resources
Responsibilities
Manage a heavy volume of inbound customer calls related to online and mobile banking, account access, transactions, card issues, alerts, and security notifications
Place outbound calls for follow-ups, case closures, fraud confirmations, and service recovery
Triage, resolve, and document escalations, ensuring timely handoffs and updates when elevated to specialized teams
Verify customer identity using multi-factor authentication and adhere to security and privacy protocols
Educate customers on digital features, self-service options, and best practices to prevent fraud and improve account security
Accurately capture call notes, categorize contacts, and update CRM/ticketing systems in real time
Meet or exceed performance targets including handle time, after-call work, adherence, quality, and CSAT/NPS
Identify trends and recurring issues; provide clear feedback to leadership and product teams
Follow scripts, knowledge base articles, and compliance procedures while tailoring communication to the customer’s needs
Participate in ongoing training for new products, regulatory updates, and process changes
Qualification
Required
High school diploma or equivalent
1+ year in a contact center or customer-facing role; financial services or fintech experience a plus
Strong active listening, de-escalation, and problem-solving skills under time pressure
Proficiency with CRM/ticketing tools, knowledge bases, and omnichannel workflows
Clear, professional communication; ability to translate technical steps into plain language
Strong attention to detail with consistent, accurate documentation
Ability to work a flexible schedule, including evenings, weekends, and holidays
Company
LHH
At LHH, we believe work should be meaningful, fulfilling, and connected.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Dave Hilbig
President & CEO, OCM-LHH Utah, Wyoming
Ted Diven, MBA
CEO - OCM / Lee Hecht Harrison (ID, MT, NV)
Recent News
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2025-05-17
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