Bilingual Customer Service Representative
1 day ago
Job Summary:
We are seeking a highly motivated and customer-focused Bilingual Bank Customer Services Representative to join our team. As a key member of our customer service team, you will be responsible for providing exceptional customer service to our commercial and public sector clients.
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 or older
- High school diploma or equivalent
- Excellent organizational, written, and oral communication skills
- The ability to type swiftly and accurately (20+ words a minute)
- Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
- Basic understanding of Windows operating system
- Highly reliable with the ability to maintain regular attendance and punctuality
- The ability to evaluate, troubleshoot, and follow-up on customer issues
- An aptitude for conflict resolution, problem-solving, and negotiation
- Must be customer service oriented (empathetic, responsive, patient, and conscientious)
- Ability to multi-task, stay focused, and self-manage
- Strong team orientation and customer focus
- The ability to thrive in a fast-paced environment where change and ambiguity prevalent
- Excellent interpersonal skills and the ability to build relationships with your team and customers
Preferred Qualifications:
- One (1) year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support in a contact center environment
- State or Federal work experience
Compensation and Benefits:
We offer competitive compensation and benefits, including paid time off, paid holidays, and paid training opportunities. Our employees also enjoy regular raises, advancement opportunities, and a fun, engaging work environment.
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.
Conditions of Employment:
All MCI Locations
- 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.
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.
Equal Opportunity Employer:
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.
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