Bank Customer Service Representative

POSITION OVERVIEW

MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization. We are hiring customer service representative to support inbound and outbound customer service projects for Financial Services clients. Working directly with bank customers, you will provide product and account information, resolve customer issues, and answer questions regarding bank processes. Candidates should have excellent communication skills, a willingness to learn on the job, and be highly reliable. This is an experienced-level position that offers on-the-job paid training. Compensation is commensurate with experience. Prior contact center or customer service experience is required. There are both full-time and part-time openings with multiple schedule options.

POSITION RESPONSIBILITIES

WHAT DOES SOMEONE IN THIS ROLE ACTUALLY DO?

This position supports customer service for bank customers. The role requires interacting with hundreds of customers each week across the country to resolve support issues and ensure a best-in-class customer experience. You should be confident, fully engaged, a team player, and dedicated to bringing a positive and enthusiastic outlook to work each day. Key Responsibilities: Handle inbound customer calls in a courteous, timely, and professional manner including email and live chat Listen to customers, understand their needs, and resolve customer issues Escalate customer issues to appropriate staff and managerial for resolution as needed Ensure first call resolution through problem solving and effective call handling Follow the processes of the Client program and perform all tasks in a courteous and professional manner Utilize knowledge base and training to accurately answer customer questions Create and maintain customer CRM records with accurate call details Accurately document call resolution in appropriate systems Strictly follow client process for handling financial issues and inquiries Comply with requirements surrounding confidential information and personal information Follow all required scripts, policies, and procedures Adhere to all attendance and work schedule requirements including all scheduled training

CANDIDATE QUALIFICATIONS

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

It’s about building relationships and turning the knowledge gained in training into customer wins. MCI provides all new employees with world‑class training, so all positive, driven, and confident applicants are encouraged to apply. Required Must be 18 years of age High School Diploma or Equivalent Minimum of three (3) years in a call center environment Minimum of (1) year of experience in a customer service role The ability to multi‑task using multiple screens and systems while talking on the phone with customers The ability to type swiftly and accurately 30-45 Words per minute The ability to read and speak English fluently Familiarity with computer and Windows PC applications and the ability to learn new and complex computer system applications including corporate intranet Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook including SharePoint) Excellent organizational, written, and oral communication skills Must be customer‑service oriented (empathetic, responsive, patient, and conscientious) Strong team orientation and customer focus with a positive attitude Highly reliable with the ability to maintain regular attendance and punctuality Aptitude for issue identification and problem solving The ability to thrive in a fast‑paced environment where change and ambiguity are prevalent An aptitude for conflict resolution and problem solving The ability to demonstrate good judgement when making decisions surrounding account inquiries, resolution paths, and call handling Excellent interpersonal skills and the ability to build relationships with your team and customers Preferred Associate’s Degree or higher is a plus Relevant experience in banking or financial services is a plus Experience with data‑entry utilizing a computer – proven professional writing and communication abilities to support the customer are a plus Bilingual Spanish – Extremely Beneficial

COMPENSATION DETAILS

WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?

At MCI, we believe that your hard work deserves recognition and reward. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members. What You Can Expect from MCI: Paid Time Off: Earn PTO and paid holidays to take the time you need. Incentives & Rewards: Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacations and sometimes even cars! Health Benefits: Full‑time employees are eligible for comprehensive medical, dental, and vision coverage after 60 days of employment, and all employees have access to MEC medical plans after just 30 days. Benefit options vary by location. Retirement Savings: Secure your future with retirement savings programs, where available. Disability Insurance: Short‑term disability coverage is available to help protect you during unexpected challenges. Life Insurance: Access life insurance options to safeguard your loved ones. Supplemental Insurance: Accident and critical illness insurance Career Growth: With a focus on internal promotions, employees enjoy significant advancement opportunities. Paid Training: Learn new skills while earning a paycheck. Fun, Engaging Work Environment: Enjoy a team‑oriented culture that fosters collaboration and engagement. Casual Dress Code: Be comfortable while you work.

PHYSICAL REQUIREMENTS

This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.

CONDITIONS OF EMPLOYMENT

All MCI Locations Must be authorized to work in the country where the job is based. Subject to the program and location of the position Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results. Must be willing to submit to drug screening. Job offers are contingent on drug screening results.

REASONABLE ACCOMMODATION

Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources.

EQUAL OPPORTUNITY EMPLOYER

At MCI and its subsidiaries, we embrace differences and believe diversity benefits our employees, company, customers, and community. All aspects of employment at MCI are based solely on a person's merit and qualifications. MCI maintains a work environment free from discrimination, where employees are treated with dignity and respect. All employees are responsible for fulfilling MCI's commitment to a diverse and equal‑opportunity work environment. MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. MCI will consider qualified applicants with criminal histories for employment in a manner consistent with local and federal requirements. MCI will not tolerate discrimination or harassment based on any of these characteristics. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, MCI's policy is to provide reasonable accommodation to qualified employees with protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works. #J-18808-Ljbffr MCI Careers