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