Financial Services Customer Service Representative

Job Title: Financial Services Customer Service Representative

We are seeking a highly motivated and customer-focused Financial Services Customer Service Representative to join our team. As a Financial Services Customer Service Representative, you will be responsible for providing exceptional customer service to our clients, resolving their inquiries and issues in a timely and professional manner.

Key Responsibilities:

• Handle inbound customer calls, emails, and live chats in a courteous and professional manner.
• Listen to customers, understand their needs, and resolve their issues in a timely and effective manner.
• Escalate customer issues to the appropriate staff and management as needed.
• Ensure first call resolution through problem-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.
• Strictly follow client process for handling financial issues and inquiries.
• Comply with requirements surrounding confidential information and personal information.
• Follow all required scripts, policies, and procedures.
• Adhere to all attendance and work schedule requirements, including all scheduled training.

Requirements:

• 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 speaking to customers.
• Must be 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 judgment 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.

Preferred Qualifications:

• Associates Degree or higher is a plus.
• Relevant experience in banking or financial services is a plus.
• Experience with data-entry utilizing a computer - proven professional writing and communication abilities to be able to support the customer is a plus.
• Bilingual Spanish - Extremely Beneficial.

Compensation and Benefits:

We offer competitive compensation and benefits, including paid time off, paid holidays, and paid training opportunities. Regular daily, weekly, and monthly incentives are part of the overall compensation our team members enjoy and include monetary incentives and prizes such as computers, tablets, phones, TVs, trips, tickets, and even cars. In addition to our standard group benefits offering for full-time employees following 90-days of employment, all employees are eligible to opt for our MEC medical plan after only 30-days of employment. Benefits options and plans vary slightly by location.

Some of the benefits we offer include:

• Medical, Dental, and Vision Coverage Options.
• Paid Time-Off.
• Regular Raises.
• Advancement Opportunity.
• Fun, Engaging Work Environment.
• Casual Dress Code.
• Cash and Prize Contests.

Schedule:

We can offer a wide range of scheduling options for qualified candidates. There are multiple shifts and weekly work variations available to our team members. Please ask a Talent Acquisition Specialist about the different types of creative scheduling options that are available at your location. Whether you are a busy parent, student, or just want control of your work-life balance, flexible, customized scheduling is one of the perks of working at our organization.

The hours of operation are:

Monday - Friday 8:30 AM - 8:00 PM.

Saturday 10:00 AM - 5:00 PM.

Sunday 12:00 PM - 4:00 PM.

The typical week in the life of an agent reflects working four weekdays and one weekend shift, leaving two days off a week.

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.

Conditions of Employment:

• Must be authorized to work in their country of residence (The United States or Canada).
• 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.

Regarding COVID-19:

As an employer supporting critical Federal, State, Provincial, and Commercial clients, we have taken steps to ensure that we remain operational while taking every precaution possible to prevent the spread of COVID-19 and keep our employees safe.

Measures include social distancing for those working on-site, frequent deep cleaning and disinfecting of workstations and common areas, daily contactless temperature checks for those essential employees working on-site, travel policies limiting travel and mandatory quarantine, reporting and quarantine processes and policies for those exposed, and requesting masks to be worn when on-site employees are not at their workstation.

For more information on MCI's response to COVID-19 please visit https://www.mci.com.

Equal Opportunity Employer:

At MCI and its subsidiaries, we embrace differences and believe diversity is a benefit to our employees, our company, our customers, and our 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, one where employees are treated with dignity and respect. All employees share in the responsibility for fulfilling MCI's commitment to a diverse and equal opportunity work environment.

MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. MCI will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements.

MCI will not tolerate discrimination or harassment based on any of these characteristics. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, it is the policy of MCI to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.

Consistent with the Americans with Disabilities Act (ADA) it is the policy of MCI and affiliates to provide reasonable accommodation when requested by a qualified applicant or employee with a disability unless such accommodation would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodation is needed, please contact Kate Murph, Vice President of Human Resources, kate.murph@mci.com.

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