Bank Customer Service Representative

About the role

MCI is hiring customer service representatives to support inbound and outbound customer service projects for Financial Services clients. This is an experienced-level position that offers on-the-job paid training.

Responsibilities

• Handle inbound customer calls in a courteous, timely, and professional manner including email and live chat
• Listen to customers, understand their needs, and resolve customer issues
• Escalate customer issues to the appropriate staff and managerial for resolution as needed
• Ensure first call resolution through problems solving and effective call handling
• Follow the processes of the Client program and perform all tasks in a courteous and professional manner
• Utilize knowledge base and training to accurately answer customer questions
• Create and maintain customer CRM records with accurate call details
• Accurately document call resolution in appropriate systems
• Comply with requirements surrounding confidential information and personal information
• Strictly follow client process for handling financial issues and inquiries
• Adhere to all attendance and work schedule requirements including all scheduled training

Qualifications

• Must be 18 years of age
• High School Diploma or Equivalent
• Minimum of three (3) years in a call center environment
• Minimum of (1) year of experience in a customer service role
• The ability to multi-task using multiple screens and systems while talking on the phone with customers
• The ability to type swiftly and accurately 30-45 words per minute
• The ability to read and speak English fluently
• Familiarity with computer and Windows PC applications and the ability to learn new and complex computer system applications including corporate intranet
• Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook including Sharepoint)
• Excellent organizational, written, and oral communication skills
• The ability to multi-task across multiple systems and screens while speak to customers
• Customer service oriented (empathetic, responsive, patient, and conscientious)
• Strong team orientation and customer focus with a positive attitude
• Highly reliable with the ability to maintain regular attendance and punctuality
• Aptitude for issue identification and problem solving
• The ability to thrive in a fast-paced environment where change and ambiguity are prevalent
• An aptitude for conflict resolution and problem solving
• The ability to demonstrate good judgement when making decisions surrounding account inquiries, resolution paths, and call handling
• Excellent interpersonal skills and the ability to build relationships with your team and customers

Skills

• Excellent communication skills
• Willingness to learn on the job
• High reliability

Benefits

• Paid Time Off
• Incentives & Rewards
• Health Benefits
• Retirement Savings
• Disability Insurance
• Life Insurance
• Supplemental Insurance
• Career Growth
• Paid Training
• Fun, Engaging Work Environment
• Casual Dress Code

Pay

Compensation is commensurate with experience.

Schedule

Multiple schedule options are available.