Customer Service Concierge

We are searching for a Customer Service Concierge to provide onsite support for a financial institution. The position is contract-to-hire and pays $21 to $23 per hour. This role serves as the primary point of contact for high-value cardholders in a gaming-focused card program, delivering white-glove, relationship-driven service across phone, SMS, chat, and email.

Responsibilities

• Serve as the single point of contact for high-tier cardholders, resolving sensitive account issues (credit lines, payments, ACH holds, usage limits) with urgency and discretion.
• Proactively monitor cardholder accounts to identify and address potential issues before they escalate.
• Coordinate VIP benefits, rewards redemption, and exclusive account access.
• Partner with risk, compliance, and portfolio management teams to ensure all service delivery meets regulatory and security standards.
• Maintain detailed, accurate case notes and CRM documentation for every interaction.
• Apply strong product knowledge of credit card rewards, promotions, and account maintenance to resolve inquiries efficiently.
• Identify recurring patterns or opportunities to enhance the overall VIP cardholder experience.
• Uphold confidentiality, security protocols, and brand tone in every interaction.

Requirements

• High school diploma or GED, or 3+ years of related experience/training (financial industry experience applicable).
• Background in premium customer service, concierge work, VIP programs, fintech, or credit card servicing; gaming industry experience a plus.
• Solid understanding of credit card mechanics, including credit limits, disputes, payments, ACH timing, and authorizations.
• Proven ability to stay calm and resourceful under pressure with demanding, high-net-worth clients.
• Excellent verbal, written, and interpersonal communication skills, with strong attention to detail and time management.
• Comfortable working independently with minimal supervision.
• Familiarity with CRM platforms and omnichannel support tools.
• Genuine interest in gaming culture and ease engaging with gamers, streamers, and influencers.
• Proficient with computer terminals and standard PC operation; intermediate typing skills.