This role will be a 2-month contract. The pay range is $18 - $22 per hour. Exact compensation may vary based on skills and experience.Must-Haves: High school diploma or GED1+ year of customer support/customer service experienceStrong reliability and dependability — on-time attendance and consistency are criticalComfortable working in a fast-paced, high-volume call environmentAbility to remain calm and professional with unhappy or frustrated callersWillingness to follow process, including asking required verification questionsBasic typing skills with the ability to multitask across systems while on callsComfortable working at a computer for the full shiftExperience with call center tools, online systems, or virtual learning environments is a plusPositive attitude and willingness to learn during trainingPlusses: Inbound/outbound call center experienceProject OverviewThis role supports an acquisition and full system integration into a client of Insight Global, occurring in May. During this phase, all customers will transition to the parent company's systems, products, and processes. This position plays a critical role in ensuring a smooth customer experience during that transition. The Customer Support Representative serves as a front-line contact for customers navigating changes related to the acquisition. This includes assisting with new debit cards, activation, online banking setup, login issues, and general account-related questions. This is a high-volume, computer-based call center role that requires strong attention to detail, dependability, and the ability to remain professional with frustrated or upset customers. Success in this role is driven by reliability, a positive attitude, and adherence to established procedures designed to protect both the customer and the bank.Key ResponsibilitiesHandle inbound customer calls related to the integration Assist customers with new debit card activation, online banking setup and login support and the navigation of “new-to-them” banking products and servicesFollow defined scripts and required call steps to ensure compliance and consistencyFully verify customer identities and ask required security questions, even when customers are resistantDocument all calls accurately using internal systems and call logsIdentify listening cues for potential suggestive selling or service opportunitiesMaintain awareness of call queues and service levels while managing call flowMeet established Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and quality standardsAbility to work across multiple systems, screens, pages, and tabs simultaneouslyMicrosoft Teams and Microsoft Office applications used regularlyWork Environment & ExpectationsSedentary role — primarily seated at a computer throughout the dayNoisy call center environment with continuous phone activityNot a social or “out-and-about” role; focused, desk-based workCall volume is expected to be steady, with real-time visibility into calls waiting in queuePerformance is tracked through workforce management and quality monitoring toolsTrainingTraining is required and attendance is mandatoryRepresentatives will be trained on systems, scripts, required call steps, and customer scenarios related to the integration