Bank Customer Care Agent

About the role

This position supports customer service for bank customers. This role requires you to interact with hundreds of customers each week across the country to resolve support issues and ensure a best-in-class customer experience. You will need to be confident, fully engaged, a team player, and dedicated to bringing a positive and enthusiastic outlook to work each day.

Responsibilities

• Handle inbound calls, emails, and live chats in a courteous and professional manner
• Understand customer needs and provide effective solutions
• Escalate complex issues appropriately
• Ensure first-call resolution through problem-solving and active listening
• Accurately document interactions in CRM systems
• Maintain punctuality and meet attendance expectations

Qualifications

• Must be at least 18 years old
• High School Diploma or equivalent required
• Minimum 3 years of call center experience
• At least 1 year in a customer service role
• Proficient in multitasking across multiple systems while on calls
• Typing speed of 30–45 WPM
• Fluent in English (spoken and written)
• Comfortable with Windows PC applications and Microsoft Office Suite
• Strong organizational and communication skills
• Customer-focused with a positive, team-oriented attitude
• Reliable and punctual with strong problem-solving abilities
• Able to adapt in a fast-paced, dynamic environment

Conditions of Employment

• 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

Compensation Details

Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.

Physical Requirements

This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.

Reasonable Accommodation

Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment.

Diversity and Equality

At MCI and its subsidiaries, we embrace differences and believe diversity benefits our employees, company, customers, and community. All aspects of employment at MCI are based solely on a person's merit and qualifications. MCI maintains a work environment free from discrimination, where employees are treated with dignity and respect. All employees are responsible for fulfilling MCI's commitment to a diverse and equal-opportunity work environment.