Bank Customer Care Agent (Full-Time & Experienced)

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’re hiring  Customer Service Representatives to support both inbound and outbound service projects for our Financial Services clients. We’re looking for dedicated professionals who are committed to delivering world-class service to our customers, employees, and communities.

In this role, you’ll interact directly with banking customers providing product and account information, resolving inquiries, and assisting with banking processes. Ideal candidates are excellent communicators, quick learners, and dependable team players.

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:

• Respond to inbound calls, emails, and live chats in a professional and timely manner
• Understand customer needs and provide accurate, effective solutions
• Escalate complex issues to appropriate teams when necessary
• Ensure first-call resolution through active listening and problem-solving
• Follow client-specific procedures and maintain a courteous approach at all times
• Use internal knowledge bases and training to answer customer questions
• Maintain accurate and detailed records in CRM systems
• Handle financial inquiries with strict adherence to confidentiality and compliance standards
• Follow all scripts, policies, and procedures
• Meet attendance and training requirements consistently

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 or older
• High School Diploma or equivalent required
• Minimum 3 years of experience in a call center environment
• At least 1 year in a customer service role
• Ability to multitask across multiple systems while on calls
• Typing speed of 30–45 WPM
• Fluent in English (spoken and written)
• Comfortable with Windows PC applications and able to learn new systems
• Basic proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook, SharePoint)
• Strong organizational, written, and verbal communication skills
• Customer-focused with empathy, patience, and responsiveness
• Reliable and punctual with a strong work ethic
• Skilled in conflict resolution and decision-making
• Able to thrive in a fast-paced, dynamic environment
• Excellent interpersonal skills and a collaborative mindset