Inbound Phone Banker/Customer Service Representative

Jobs for Humanity • Charlotte, NC

6d • $20 - $24 • Onsite

About The Position

VXI is hiring an onsite Inbound Customer Service Representative (Phone Banker) 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 work to create positive customer experiences in a fast-paced, performance-driven contact center. The position is full-time, requires 40 hours per week onsite, and offers hourly compensation of $19.50–$23.50. Starting pay is $19.50 per hour during a 12-week training period, increasing by $1 per hour after successful completion of training, with the opportunity to earn up to an additional $3 per hour through performance bonuses thereafter.

Paid training lasts 12 weeks and is scheduled Tuesday through Saturday, 9:00 AM–6:00 PM EST. Full attendance is required during training, and time off cannot be accommodated. The contact center operates Monday through Sunday, 8:00 AM–8:00 PM EST. Employees must have open availability for assigned schedules during operating hours, including evenings, weekends, holidays, and occasional overtime based on business needs.

VXI describes its organization as a global business process and information technology outsourcing provider with 40,000 employees worldwide. The company offers paid training, ongoing development, and opportunities for long-term career growth. It is an Equal Opportunity Employer and provides reasonable accommodations for qualified individuals with disabilities during hiring.

Requirements

• High school diploma or GED.
• At least 1 year of continuous customer service experience with one employer.
• Computer proficiency, including navigating 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, NC.
• 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.
• Ability to attend all 12 weeks of training; time off during training cannot be accommodated.

Nice To Haves

• At least 6 months of contact center or BPO experience.
• Banking or financial services experience.

Responsibilities

• Answer inbound customer calls about deposit accounts, debit cards, 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 urgently.
• Build customer trust and strive for first-call resolution whenever possible.
• Authenticate customers and safeguard confidential financial information while following 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.
• Fun, team-oriented work environment.
• 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 and ongoing development.
• Performance bonuses of up to an additional $3 per hour after training.

What This Job Offers

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