• Provide first-level support for banking software to financial institution customers, including issue resolution and troubleshooting. • Configure and train clients on software modules and provide applications. • Participate in help desk activities, handling daily support inquiries via phone, email, or remote tools. • Travel to customer sites for installations, upgrades, and training sessions as needed. • Participate in after-hours support rotation once proficient in product functionality. • Work closely with internal teams such as QA, Development, and IT to identify and resolve complex issues. • Document support procedures and client-specific configuration steps. • Maintain accurate records of all customer interactions using internal call tracking/reporting systems. • Keep instructional materials and customer-facing documentation current and relevant. • Communicate status updates and key customer concerns to management. • Maintain a positive and professional demeanor with both customers and coworkers. • Ensure timely submission of project updates and travel/expense reports. • Actively pursue opportunities for skill development and knowledge expansion through hands-on involvement in field installations and software upgrades.

• Answer incoming phone calls promptly and professionally • Make outbound calls to clients, internal teams, and departments • Efficiently manage a high volume of calls and email correspondence • Coordinate and schedule field events, including appointments with technicians, clients, and homeowners • Deliver exceptional customer service while maintaining strong client relationships • Utilize professional de-escalation techniques to resolve complex client issues • Accurately enter project notes, client communications, and data into internal systems • Prepare and obtain necessary work authorizations and documentation • Organize files and perform additional administrative tasks as needed • Coordinate meetings, track action items, and follow up with stakeholders • Monitor project timelines and assist in removing roadblocks for clients and internal teams • Quickly learn and adapt to new software platforms and CRM systems

Title: Customer Service Representative Location: Birmingham, AL Job Description: Remote Inbound Call Center Representative Join a team that makes a difference! Principle Choice Solutions (PCS) is looking for friendly, motivated individuals to help support Veterans through our inbound call center. If you enjoy helping others and want to grow your career in a supportive environment, we want to hear from you! This is a fully remote opportunity! What You Can Expect from Us: - Competitive pay: $22.13/hour = $17.20/hourly rate of pay + $4.93/ hour Health and Wellness Benefit (is available up to 40 hours per week) - Rate may increase based on location and VA compliance requirements. - Remote Role: You can work from home! - Full time employment with a set Schedule that will fall between 9am-9pm Central Standard Time - Comprehensive health, dental, and vision. - Paid time off, paid sick time and 11 paid holidays - 401(k) with employer matching - Tuition assistance and employee support programs - Paid training and all equipment provided - Opportunities for advancement - Friendly, business casual work environment What You’ll Do: - Answer incoming calls and assist customers with their questions. - Provide excellent service with a positive and understanding approach. - Document call details in our systems. - Solve problems and help customers find solutions. - Work with a variety of people and build positive relationships. - And other tasks, as needed. What You’ll Need: - U.S. citizenship (work sponsorship not available) - Two forms of valid ID (one must be a REAL ID or U.S. passport) - Ability to obtain and pass a VA government background check - Great communication skills and a desire to help others - Ensure end-of-day coverage by remaining on duty until all calls in the queue are resolved. (This may require staying beyond the scheduled shift for team members assigned to closing shifts and may result in overtime.) - Attention to detail and reliable flexibility to work solo and on a team - Preferred 1 year of call center experience - General office skills and knowledge of standard office computer equipment Machines and Equipment: The incumbent must be able to effectively operate the current computer system, telephone system, and other office machines such as copier and fax machines. Physical Activity: The incumbent must be able to finger, grasp, feel, see, sit, hear, and speak. This position is sedentary in nature with minimal lifting requirements. Working Conditions: The incumbent works in a remote office environment that is not substantially exposed to adverse environmental conditions such as heat, cold, or extreme noise. Routine periods of being on the phone utilizing a headset, sitting and data keying are required. Security and privacy training will be provided as part of this role to protect the confidentiality, integrity and availability of PCS’ employee and customer data PCS is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. We will never ask applicants to send money, cash checks, purchase equipment, or provide payment information during the hiring or onboarding process.

• Deliver world-class customer support via email, chat, and ticketing systems in a remote setting. • Quickly and accurately handle payment-related queries, including transaction status, payment troubleshooting, and general account inquiries. • Explain payment flows, processes, and options to customers, ensuring clarity and satisfaction at every step. • Troubleshoot and resolve customer issues through detailed investigation and collaboration with internal teams. • Document user feedback and work with product teams to continually refine our services. • Maintain accurate records of customer interactions and payment issues in our CRM. • Contribute to the development and improvement of support documentation and FAQs.