Inbound Phone Banker/Customer Service Representative

Jobs for Humanity • Huntersville, NC

20h • Onsite

About The Position

VXI Global Solutions is hiring an onsite Inbound Customer Service Representative (Phone Banker) for its banking customer service team in Charlotte, North Carolina. The role is the first point of contact for customers seeking help with bank accounts and card services. Representatives answer questions, resolve concerns, protect sensitive financial information, and aim to provide positive customer experiences in a fast-paced, performance-driven contact center.

The position is full-time and onsite, with 12 weeks of paid training. Starting pay during training is $19.50 per hour and increases to $20.50 per hour after successful completion. Employees may earn up to an additional $3.00 per hour in performance bonuses after training. Open availability is required for assigned schedules during contact center operating hours, including evenings, weekends, holidays, and occasional overtime as business needs require.

Requirements

• High school diploma or GED.
• At least 1 year of continuous customer service experience with one employer.
• Computer proficiency, including the ability to navigate multiple systems and dual monitors while assisting customers by phone.
• Ability to follow established processes while maintaining a natural, conversational approach.
• Exceptional customer service skills, including empathy, patience, and active listening.
• Strong verbal communication and professional demeanor.
• Critical thinking and problem-solving skills, including de-escalation and conflict resolution.
• Strong attention to detail and accurate data entry and documentation.
• Commitment to protecting confidential customer and financial information.
• Dependability, accountability, and consistent attendance.
• Ability to type at least 25 WPM with at least 85% accuracy.
• Ability to work 40 hours per week onsite in Charlotte, North Carolina.
• Open availability for assigned schedules between 8:00 AM and 8:00 PM, Monday through Sunday, including weekends and holidays.
• Ability to work occasional overtime based on business needs.
• Ability to complete required pre-employment screening after an offer, including criminal background check, employment verification, and drug screening.

Nice To Haves

• At least 6 months of contact center or BPO experience is preferred.
• Banking or financial services experience is a plus.

Responsibilities

• Answer inbound customer calls about deposit accounts, debit and credit cards, balances, transactions, billing inquiries, payments, disputes, banking fees, and general account maintenance.
• Troubleshoot concerns such as declined transactions, lost or stolen cards, account access, and other banking-related issues.
• Provide accurate information and resolve customer concerns professionally, empathetically, and promptly.
• Build customer trust and strive for first-call resolution.
• Authenticate customers and protect confidential financial information in accordance with banking regulations, PCI requirements, and security policies.
• Accurately document customer interactions and account activity.
• Navigate multiple computer applications while maintaining efficiency and attention to detail.
• Meet quality, attendance, productivity, and customer satisfaction expectations.

Benefits

• Medical, dental, and vision insurance.
• Employee referral program.
• Career growth and advancement opportunities.
• Free gym membership after 90 days, located within the business complex.
• Employee cell phone plan discounts: $25 per month for unlimited talk, text, and data; restrictions apply.
• Access to a convenience store within the business complex.
• Paid training.
• Performance bonuses of up to an additional $3.00 per hour after training.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED