Qualfon is hiring Customer Service Representative (Banking Specialist), you will serve as the primary point of contact for our client’s members, addressing a wide range of banking needs through multiple communication channels including phone, email, chat, and social media. This role requires a proactive approach, strong problem-solving skills, and the ability to navigate complex financial inquiries with professionalism and care.
Hourly pay rate – $20/hr
This position is located onsite at our Headquarters in Highland Park, MI.
Our mission is to help as many individuals as possible pursue their total vocation, create an ever-growing number of career development opportunities, and be the partner of choice for all our clients. We foster a culture built on collaboration, integrity, and an employee-first mindset. We believe in continuous improvement and provide opportunities for employees to develop their skills, advance their careers, and contribute meaningfully to our mission. At Qualfon, every voice is valued, and teamwork is the foundation of our success. Big dreams are achieved through small actions, and our mission fuels every choice we make so we can give back to the communities where we live and work.
What you will be doing:
Respond to inbound inquiries related to active credit card accounts, consumer loans, and fraudulent activity. • Assisting customers in recovering their online credentials.
Assist members with monetary and non-monetary transactions, including account maintenance for checking, savings, and certificates of deposit (CDs).
Complete service tasks such as adding authorized users, facilitating balance transfers, managing interest distribution for CDs, and handling IRA account changes.
Support credit card and fraud-related inquiries, including payment authorizations, adjustments, account growth, and underwriting decisions.
Conduct thorough analysis of moderately complex complaints and collaborate with internal teams and vendor partners to identify process failures and improve customer satisfaction.
Communicate effectively with customers, co-workers, and business leaders while maintaining professionalism and empathy.
Stay informed of applicable policies, procedures, and regulatory guidelines to ensure compliance and risk management.
Prioritize workload to meet service level objectives and ensure all business risks are identified, measured, and controlled.
What Skills & Qualifications are needed:
Minimum 1 year of customer service experience in financial services, fraud, or insurance.
2 consistent years of call center experience preferred.
Minimum 1 year of experience in conflict resolution and documentation, including researching and resolving customer concerns.
High School diploma or GED required; college degree preferred.
Ability to work onsite in Highland Park and meet attendance requirements.
Demonstrated ability to manage difficult verbal communications and develop professional written responses through collaboration and proactive engagement.
Proven ability to multi-task and prioritize in a fast-paced, detail-oriented environment.
Stable work history with a consistent record of reliability and performance.
Strong written and verbal communication skills, with a professional and articulate voice.
Proficient internet and research skills, with the ability to quickly learn new subjects.
Computer savvy, able to resolve minor technical issues independently.
Typing speed of 20 words per minute with 90% accuracy.
Strong critical thinking and problem-solving abilities.
Comfortable working in a fast-paced, sometimes hectic environment while maintaining professionalism.
Self-motivated and capable of working independently with minimal supervision.
Skilled at multi-tasking across multiple computer applications while engaging with customers.
Veterans and their family members are encouraged to apply.
Founded by Alfonso Gonzalez in Mexico City, Mexico in 1995, Qualfon is now headquartered in Highland Park, Michigan in the United States. Over the years, we've grown into a 13,500 person global business operating across states, countries, and time zones. By providing omni-channel customer experiences and business support, we empower Fortune 500 and multinational companies to build stronger customer relationships that drive meaningful growth and increased revenue.
Everything we do at Qualfon is rooted in a deep sense of meaning and purpose: to be the best and improve the lives of each person we encounter. And it goes beyond business, stretching into the remarkable communities where we live and work.
Qualfon is a consecrated company, guided first by the principle of love for God and our neighbors. Our mission is to provide personal, family, and social support for our employees, and we further that goal by delivering exceptional service to our clients and customers. We are driven by the devotion and faith of our founder, Alfonso Gonzalez, and his calling to improve the lives of everyone who works in his company. These principles are the bedrock of everything we do and have guided our leadership for more than 25 years.
In addition to supporting our employees, we also support our communities with social programs that give back. We apply the experience we’ve gained building culture and strategic processes in the business world and use them to create repeatable models of growth for our charitable programs. The financial support for those programs comes from Qualfon, which means the more our business thrives, the more our philanthropic efforts benefit. That creates a direct line from our internal culture – the way we support employees and help them grow – to the positive impact we have on the world around us.