Bank Customer Service Representative

Job Description

Job Description

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. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs. 

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. We are seeking qualified professionals who will work to ensure our organization is providing world class service to our members, employees, and our communities.  In this role you will work directly with bank customers providing product and account information, resolving customer issues, and answering customer questions regarding bank processes. Candidates should have excellent communication skills, willing 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.

We provide services for some of the most famous brands, as well as state, and federal programs. This is a wonderful opportunity for you to start your career here. With our industry-leading training, you are sure to grow. We offer many advancement opportunities including Supervisor, Trainer, Talent Acquisition, and Operations Management.

To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.

Responsibilities

WHAT DOES SOMEONE IN THIS ROLE ACTUALLY DO?

This position supports customer service for bank customers.  This role requires you to interact with hundreds of customers each week across the country to resolve support issues and ensure a best-in-class customer experience.  You will need to 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 the appropriate staff and managerial for resolution as needed
• Ensure first call resolution through problems 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

Qualifications

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

It's about building relationships and turning the knowledge; you gain 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. Ideal candidates for this position are highly motivated, energetic, and dedicated.

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
• The ability to multi-task across multiple systems and screens while speak to customers.
• 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 

• Associates 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 be able to support the customer is a plus
• Bilingual Spanish - Extremely Beneficial