Financial Services Representative

1 month ago

Dallas, Texas, United States MCI Careers Full time
Job Title: Financial Contact Center Representative

Job Summary:

We are seeking a highly motivated and customer-focused Financial Contact Center Representative to join our team. As a Financial Contact Center Representative, you will be responsible for providing exceptional customer service to our clients, handling inbound customer calls, and resolving customer issues in a timely and professional manner.

Key Responsibilities:

  • Handle inbound customer calls in a courteous 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
  • 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 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
  • 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 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

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

What We Offer:

  • Competitive compensation and benefits package
  • Opportunities for career growth and advancement
  • A dynamic and supportive work environment
  • Professional development and training opportunities
  • A comprehensive benefits package, including medical, dental, and vision coverage
  • A 401(k) retirement savings plan with company match
  • Flexible scheduling and work-life balance
  • A fun and engaging work environment

How to Apply:

If you are a motivated and customer-focused individual who is looking for a challenging and rewarding career opportunity, please submit your application today

Equal Employment Opportunity:

MCI is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and respectful work environment that values diversity and promotes equal opportunities for all employees.

Accommodation:

MCI is committed to providing reasonable accommodations to qualified individuals with disabilities. If you require an accommodation during the application or interview process, please notify us in advance.

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