Inbound Phone Banker/Customer Service Representative

Jobs for Humanity•Charlotte, NC

1d•$40,560 - $48,880•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 requires 40 hours per week onsite and open availability for assigned schedules during operating hours, Monday through Sunday, 8:00 AM to 8:00 PM EST. Occasional overtime may be required based on business needs. Paid training lasts 12 weeks and is scheduled Tuesday through Saturday, 9:00 AM to 6:00 PM EST. Full attendance is required during training, and time off cannot be accommodated. Starting pay during training is $19.50 per hour, increasing by $1 per hour after successful completion; employees may earn up to an additional $3 per hour through performance bonuses after training. The posting also lists compensation of USD 40,560–48,880 yearly. VXI describes itself as a global business process and information technology outsourcing provider with 40,000 employees worldwide. It offers paid training, ongoing development, and opportunities for career growth. VXI is an equal opportunity employer and provides reasonable accommodations to qualified individuals with disabilities during the hiring process.

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, NC.
Open availability to work 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 pre-employment screening after an offer, including a criminal background check, employment verification, and drug screening.
Ability to attend all 12 weeks of paid training, scheduled Tuesday through Saturday, 9:00 AM to 6:00 PM EST, without time off.

Nice To Haves

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

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 customer concerns, including declined transactions, lost or stolen cards, account access, and other banking-related issues.
Provide accurate information and resolve concerns with professionalism, empathy, and urgency.
Build customer trust and strive for first-call resolution when 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.