Bank Customer Service Representative

OneMCI-posted 1 day ago

Full-time • Entry Level

Killeen, TX

5,001-10,000 employees

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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.

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

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
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.

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

Paid Training
Paid Time Off
Medical
Dental
Vision
Life Insurance
Retirement
Advancement Opportunity
Flexible Schedules
Daily Contests
Prizes
Casual Dress Code
Regular Raises
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.

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