CSR Telephone Banking - English and Bilingual

VXI Global Solutions•Lubbock, TX

12d•Onsite

About The Position

It's fun to work in a company where people truly BELIEVE in what they are doing! We're committed to bringing passion and customer focus to the business. Step into a new chapter with VXI. We’re launching an on-site telephone banking program in Lubbock supporting a major U.S. bank (Fortune‑level) . If you’ve built your career helping customers over the phone with everyday banking—and you want to keep serving your community with modern tools, coaching, and clear growth paths—this program was designed with you in mind. This is an on-site role in our Lubbock contact center (not remote). What you’ll do Day‑to‑day banking: Handle inbound calls for balances, transfers, check deposits, direct deposits, card activation/PIN resets, and routine account questions. Card services: Support card status/replacements, transaction questions, billing inquiries, and dispute initiation and guidance. Fraud & risk: Triage suspicious activity alerts, lost/stolen card reports, unauthorized transactions, and identity verification; follow secure procedures to protect customers and the bank. Customer resolution: Listen, empathize, and resolve issues professionally; set expectations, follow through, and document outcomes accurately in CRM. Compliance discipline: Operate to high regulatory standards ( Reg E, Reg Z, UDAAP, TCPA, PCI‑DSS ) and uphold security protocols on every interaction. Performance & coaching: Meet quality, first‑contact resolution, customer satisfaction, and productivity goals—backed by structured coaching and a modern knowledge base. Operating hours Center hours: Monday–Sunday, 8:00 a.m.–8:00 p.m. CT Training 12 weeks , typically Tuesday–Saturday, 9:00 a.m.–6:00 p.m. CT Attendance: 100% required What you bring High school diploma or equivalent; additional education/certifications are a plus Experience in banking or telephone banking will receive priority consideration Strong verbal communication and a customer‑first mindset Secure handling of confidential information; attention to detail Familiarity with deposits, card services, fraud prevention , and relevant compliance standards Proficiency with computer systems, CRM, and accurate documentation Comfort in a fast‑paced, team‑oriented contact center environment; flexibility for evenings/weekends/holidays What sets this program apart Refreshed culture : coaching‑first leadership, collaborative teams, and clear career paths—built to help you do your best work Modern tools : updated call routing and knowledge resources so you can resolve issues confidently and efficiently Growth opportunities : cross‑training in fraud/risk specialties and pathways into lead/supervisor roles What you’ll get Competitive hourly base pay + bonus opportunities after training Full health benefits (Medical, Dental, Vision) Cell phone benefits ($25/month per line; restrictions may apply) Referral for Life Program™ and abundant advancement opportunities Equal Employment Opportunity VXI is an Equal Opportunity Employer. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic. ADA Accommodation If you need a reasonable accommodation during the application or interview process, please advise your recruiter so they can coordinate with Human Resources to ensure accessibility consistent with applicable law. This role supports a major U.S. bank (Fortune‑level) . The client's name will be shared with candidates progressing in the hiring process. If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

Requirements

High school diploma or equivalent; additional education/certifications are a plus
Experience in banking or telephone banking will receive priority consideration
Strong verbal communication and a customer‑first mindset
Secure handling of confidential information; attention to detail
Familiarity with deposits, card services, fraud prevention , and relevant compliance standards
Proficiency with computer systems, CRM, and accurate documentation
Comfort in a fast‑paced, team‑oriented contact center environment; flexibility for evenings/weekends/holidays

Responsibilities

Handle inbound calls for balances, transfers, check deposits, direct deposits, card activation/PIN resets, and routine account questions.
Support card status/replacements, transaction questions, billing inquiries, and dispute initiation and guidance.
Triage suspicious activity alerts, lost/stolen card reports, unauthorized transactions, and identity verification; follow secure procedures to protect customers and the bank.
Listen, empathize, and resolve issues professionally; set expectations, follow through, and document outcomes accurately in CRM.
Operate to high regulatory standards ( Reg E, Reg Z, UDAAP, TCPA, PCI‑DSS ) and uphold security protocols on every interaction.
Meet quality, first‑contact resolution, customer satisfaction, and productivity goals—backed by structured coaching and a modern knowledge base.