[Remote] Banking Operations Associate

Note: The job is a remote job and is open to candidates in USA. Talentoma is hiring a Banking Operations Associate to handle routine banking service requests through phone, email, and live chat. The role reviews account information, documents and routes requests, tracks follow-up, and escalates issues outside established procedures.

Responsibilities

• Receive routine banking operations requests through a shared queue, phone calls, emails, and live chat, then identify the request type and next action
• Review customer-provided information against available account details and ask focused follow-up questions when key information is missing
• Enter clear request summaries, contact details, actions taken, and status updates in a CRM such as HubSpot
• Use a support platform such as Freshdesk to create, update, categorize, and route service tickets to the appropriate internal team
• Respond to routine questions about service steps, account maintenance requests, payment status, and available service information using approved guidance
• Use a contact-center phone system such as Five9 to handle calls, document conversation outcomes, and direct customers to the right resource when needed
• Track assigned requests through completion, send timely updates, and follow up with customers or internal contacts when an item remains unresolved
• Escalate unusual account questions, conflicting information, or requests outside established procedures to the operations team lead
• Coordinate with customer support and account operations contacts to clarify handoffs, share current status, and reduce repeated customer contacts
• Protect customer information by using approved systems and sharing details only with authorized internal contacts
• Meet quality expectations through accurate request handling, timely turnaround, complete notes, appropriate routing, and consistent follow-up

Skills

• High school diploma or equivalent
• No experience required
• Interest in banking operations, account servicing, payment operations, and routine financial service requests
• Ability to review account information carefully and apply written procedures to routine requests
• Comfortable using a CRM such as HubSpot and a support platform such as Freshdesk after training
• Ability to communicate clearly and respectfully by phone, email, and live chat with customers and internal contacts
• Ability to maintain organized case notes, track open items, and recognize when an issue needs escalation
• Authorization to work in the United States
• Related experience preferred

Benefits

• Fully remote work from Nebraska, United States.
• Structured onboarding and training on a CRM such as HubSpot, a support platform such as Freshdesk, and a contact-center phone system such as Five9.
• Regular check-ins with the operations team lead to discuss questions, progress, and workflow support.
• Opportunities to build skills in banking operations, account servicing, request routing, payment operations, and customer assistance.
• Health coverage
• Paid leave
• A 401(k)
• Bonus opportunities
• Stipends

Company Overview