Bilingual Bank Customer Service Representative

3 days ago

Wichita, Kansas, United States MCI Careers Full time
Job Title: Bilingual Bank Customer Service Representative

MCI Careers is seeking a highly motivated and customer-focused Bilingual Bank Customer Service Representative to join our team. As a key member of our customer service team, you will be responsible for providing exceptional service to our bank customers, resolving issues, and ensuring a best-in-class customer experience.

Key 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.
  • 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 are 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:

MCI Careers offers a competitive compensation package, including a starting hourly rate of $11.00 - $14.00, regular raises, and advancement opportunities. We also offer a range of benefits, including medical, dental, and vision coverage options, paid time-off, and regular incentives.

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:
  • Must be authorized to work in the country where the job is based.
  • 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:

MCI Careers is committed to providing reasonable accommodations to qualified applicants and employees with disabilities. If you require a reasonable accommodation, please contact Human Resources.

Equal Opportunity Employer:

MCI Careers is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating a work environment that is free from discrimination and harassment. All employees are responsible for fulfilling MCI Careers' commitment to a diverse and equal-opportunity work environment.

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