Bank Customer Care Representative

3 weeks ago

Las Cruces, New Mexico, United States MCI Careers Full time
Customer Service Representative for Banking

We are seeking a highly motivated and customer-focused individual to join our team as a Customer Service Representative for Banking. In this role, you will be responsible for providing exceptional customer service to our clients, resolving issues, and answering questions related to banking processes.

Key Responsibilities:
  • Handle inbound customer calls in a courteous and professional manner
  • 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
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
Benefits:
  • Medical, Dental, and Vision Coverage Options
  • Paid Time-Off
  • Regular Raises
  • Advancement Opportunity
  • Fun, Engaging Work Environment
  • Casual Dress Code
  • Cash and Prize Contests

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