Customer Service Representative, Call Center - Blue Ash, OH

Job Summary

As a Customer Service Rep, you will support inbound customer inquiries and resolve customer issues by delivering world‑class customer service. In Green Dot Customer Support, we continually seek individuals with a keen passion for delivering exceptional customer experiences, a desire to make a positive impact, and a commitment to their work.

Location & Schedule

Location Requirement:

This role requires presence in the Blue Ash, OH office; remote work is not available.

Schedule:

Monday‑Friday, 10:30am–7:00pm EST.

Hourly Rate

Hourly rate: $20.00 per hour.

Key Responsibilities

• Ensuring that all customer escalations and complaints are managed to excellent professional standards and within Green Dot terms and policies.
• Receiving inbound calls and completing outbound contacts (callbacks, responses, etc.) to maintain all queues and meet all service levels.
• Demonstrating sound negotiation, problem‑solving, and conflict resolution skills by working to resolve issues within your own authority and parameters whenever possible, using sound judgment to understand when escalation to a higher authority is necessary.
• Advocating as the “voice of the customer” to Green Dot.
• Proactively making recommendations to address the root causes of escalations and complaints by leveraging escalation contacts and processes.
• Sharing information and knowledge with other team members to recognize and reduce the number of repeated issues.
• Capturing all pertinent customer contact information accurately and concisely within the data capture systems and ensuring data is properly maintained.
• Following escalation and complaint procedures to track all customer escalations and complaints and to inform relevant parties of actions taken to resolve issues.
• Utilizing appropriate tools to ensure the customer receives relevant information and to identify knowledge gaps and/or outdated policy or procedure that caused frontline efforts to fail.

Required Qualifications

• High school diploma or equivalent.
• Minimum 2 years of customer service and/or contact center experience.
• Experience de‑escalating situations with dissatisfied customers, with the ability to be patient and empathetic.
• Proficiency in MS Outlook, Word, PowerPoint, and Excel.

Preferred Qualifications

• Bachelor's degree.
• Experience with financial products/technology.
• Proven success working in a collaborative team within a fast‑paced, highly visible, customer‑centric, and focused environment.
• Ability to work in the U.S. without sponsorship.
• Ability to meet the location requirement outlined above.

Pay

Targeted full‑time base salary: $33,000 – $49,500 per year.

Eligibility & EEO

All applicants must be legally authorized to work in the United States at the time of application and throughout the duration of employment, without the need for current or future sponsorship. Additionally, you must meet the location requirement outlined above.

Accommodations

Green Dot is committed to providing an inclusive and accessible hiring experience for all candidates. If you require a reasonable accommodation during any part of the application or interview process, we encourage you to let us know.

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