Overnight Customer Service Representative

<h1>Overnight Lost/Stolen Customer Service Representative – Remote</h1> <p><strong>Remote Position – Licensed for Residents of Pennsylvania, Ohio, and West Virginia Only</strong></p> <p>Capital Management Services has an exciting opportunity for individuals looking to join our growing Overnight Lost/Stolen Customer Service team.</p> <p>We are seeking dependable and customer-focused candidates interested in a fully remote position supporting a large banking institution. This role is ideal for individuals with experience in customer service, collections, telemarketing, sales, or other customer-facing environments. Candidates looking to break into the remote call center industry are also encouraged to apply.</p> <p>This position requires overnight, weekend, and holiday availability and is not a traditional 9–5 role.</p> <div contenteditable="false"><hr></div> <h2>Position Responsibilities</h2> <h3>File Fraud & Dispute Claims</h3> <p>Assist customers who suspect fraudulent activity on their account by filing disputes and securing debit cards for customer protection.</p> <h3>Deliver Empathetic Customer Service</h3> <p>Customers calling about potential fraud are often stressed or concerned. Representatives must maintain professionalism, empathy, and composure throughout every interaction.</p> <h3>Work Overnight & Off-Hours Schedules</h3> <p>This role operates during nights, weekends, and all holidays. Candidates must be comfortable working non-traditional schedules, including mandatory holiday coverage.</p> <div contenteditable="false"><hr></div> <h2>Training Schedule</h2> <h3>Week 1 – Beginning 6/8</h3> <p><strong>Training Hours: 5:00 PM – 9:00 PM</strong></p> <ul data-spread="false"> <li>Monday: Orientation – Crescent / TAC / HR</li> <li>Tuesday: Orientation – Equipment & Technology Setup</li> </ul> <div contenteditable="false"><hr></div> <h3>Week 2 – Beginning 6/15</h3> <p><strong>Training Hours: 9:00 PM – 2:00 AM</strong></p> <ul data-spread="false"> <li>Monday: Classroom Training</li> <li>Tuesday: Classroom Training</li> <li>Wednesday: SideJack & Navigation Training</li> <li>Thursday: SideJack & Navigation Training</li> </ul> <div contenteditable="false"><hr></div> <h3>Week 3 – Beginning 6/22</h3> <p><strong>Transition to OJT – All Days 9:00 PM – 2:00 AM</strong></p> <ul data-spread="false"> <li>Monday: Mock Calls While Navigating Systems</li> <li>Tuesday: Mock Calls While Navigating Systems</li> <li>Wednesday: Warm-Up & First Live Calls with Assistance</li> <li>Thursday: Live Calls with Support from MOD / Agent Trainer</li> </ul> <div contenteditable="false"><hr></div> <h2>Requirements</h2> <ul data-spread="false"> <li>High School Diploma or GED required</li> <li>Associate Degree preferred</li> <li>Must be at least 18 years old</li> <li>Background check required</li> <li>Strong communication and customer service skills</li> <li>Ability to problem solve in a fast-paced environment</li> <li>Minimum 3 years of PC or laptop experience required</li> </ul> <h3>Internet & Equipment Requirements</h3> <ul data-spread="false"> <li>Wired high-speed internet connection required</li> <li>Minimum internet speed: <ul data-spread="false"> <li>25 Mbps Download</li> <li>25 Mbps Upload</li> </ul> </li> <li>WiFi is NOT permitted</li> <li>Company equipment provided</li> </ul> <h3>Phone Requirements</h3> <ul data-spread="false"> <li>Android Smartphone (OS 11 or higher) OR</li> <li>iPhone (iOS 15 or higher)</li> <li>Smartphone with unlimited minutes or landline phone required</li> </ul> <div contenteditable="false"><hr></div> <h2>Schedule</h2> <ul data-spread="false"> <li>Overnight Shift</li> <li>Evening Shift</li> <li>Weekends Required</li> <li>All Holidays Required</li> </ul> <div contenteditable="false"><hr></div> <h2>Compensation</h2> <ul data-spread="false"> <li>$14.00 per hour</li> <li>Expected hours: 20–40 hours per week</li> <li>Bonus pay opportunities available</li> </ul> <div contenteditable="false"><hr></div> <h2>Benefits</h2> <ul data-spread="false"> <li>401(k)</li> <li>401(k) Matching</li> <li>Health Insurance</li> <li>Dental Insurance</li> <li>Vision Insurance</li> <li>Paid Time Off</li> <li>Paid Training</li> <li>Work From Home</li> </ul> <div contenteditable="false"><hr></div> <h2>Job Type</h2> <p>Full-Time<br>Remote</p> <p>Work Location: Fully Remote</p>