Customer Support Associate

Make Mondays Worth It — Join a Team That Gets It 

Customer Support Associate – Credit Card Services

Location Tempe, AZ | Onsite

COMPENSATION & SCHEDULE

• $26.00–$28.00 per hour

• Rotating schedule (mid-shift 9:30 AM–6:30 PM after training); must be available to work every Saturday with rotating weekend coverage (1–2 weekend days as scheduled)

• W2 – Contract to Hire

• 5-week paid training program (3 weeks classroom + 2 weeks nesting); training schedule 7:00 AM–4:00 PM

ROLE IMPACT

The Customer Support Associate supports credit card customers in a high-volume, regulated banking environment. This role focuses on resolving inbound inquiries efficiently and accurately, often assisting customers impacted by fraud or scam activity. Success is measured by quality assurance scores, average handle time, and contact volume while delivering clear, professional communication in a fast-paced team setting.

• Manage approximately 60 inbound contacts per day via phone and support tickets, maintaining an average handle time goal of 8 minutes

• Provide support for credit card accounts and related financial products, including mortgages and student loans when applicable

• Assist customers who may be victims of fraud or scams, documenting details thoroughly and escalating as required

• Navigate ticketing and CRM systems to resolve cases end-to-end with accuracy and compliance

• Collaborate with supervisors and team leads to meet KPIs, including contact volume, average talk time, and quality standards (85% QA minimum expectation)

Minimum Qualifications

• 5 years of banking customer service experience, including credit card or consumer lending support

• Experience handling high-volume inbound calls in a regulated financial services environment

• Strong written and verbal communication skills with professional grammar and the ability to manage sensitive customer situations

Core Tools & Systems

• Zendesk or similar ticketing/case management systems

• Salesforce or comparable CRM platforms

• Mac OS and Google Workspace (G Suite)

• Internal knowledge base and documentation systems

Preferred Skills

• Experience supporting credit card fraud or scam-related cases

• Background with large financial institutions

• Self-starter mindset with the ability to thrive in structured, metric-driven environments

Legal Notice

This position requires successful completion of pre-employment screening, which may include a background check and drug screening in accordance with applicable laws.

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