Bank Customer Care Representative

Job Title: Bank Customer Care Agent

Join Mass Markets as a Bank Customer Care Agent and be part of a dynamic team that provides exceptional customer service to our clients in the financial services sector.

Job Summary:

We are seeking a highly motivated and customer-focused individual to join our team as a Bank Customer Care Agent. In this role, you will be responsible for providing top-notch customer service to our clients, resolving customer issues, and ensuring a best-in-class customer experience.

Key Responsibilities:

• Handle inbound customer calls, emails, and live chats in a courteous and professional manner.
• Listen to customers, understand their needs, and resolve customer issues in a timely and effective manner.
• Escalate customer issues to the appropriate staff and management for resolution as needed.
• Ensure first call resolution through problem-solving and effective call handling.
• Follow client processes and perform 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.
• 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.
• Relevant experience in banking or financial services.
• Experience with data-entry utilizing a computer - proven professional writing and communication abilities to support the customer.
• Bilingual Spanish - Extremely Beneficial.

Compensation and Benefits:

We offer competitive compensation and benefits, including paid time off, paid holidays, and paid training opportunities. Our employees also enjoy regular daily, weekly, and monthly incentives, including 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.

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 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. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources.

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. MCI maintains a work environment free from discrimination, where employees are treated with dignity and respect. All employees are responsible 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 qualified applicants with criminal histories for employment 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, MCI's policy is to provide reasonable accommodation to qualified employees with protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.

About MCI (Parent Company):

MCI helps customers take on their CX and DX challenges differently, creating industry-leading solutions that deliver exceptional experiences and drive optimal performance. MCI assists companies with business process outsourcing, staff augmentation, contact center customer services, and IT Services needs by providing general and specialized hosting, software, staff, and services. In 2019, Marlowe Companies Inc. (MCI) was named by Inc. Magazine as Iowa's Fastest Growing Company in the State of Iowa and was named the 452nd Fastest Growing Privately Company in the USA, making the coveted top 500 for the first time. MCI's subsidiaries had previously made Inc. Magazine's List of Fastest-Growing Companies 15 times, respectively. MCI has ten business process outsourcing service delivery facilities in Georgia, Florida, Texas, New Mexico, California, Kansas, Nova Scotia, South Africa, and the Philippines. Driving modernization through digitalization, MCI ensures clients do more for less. MCI is the holding company for a diverse lineup of tech-enabled business services operating companies. MCI organically grows, acquires, and operates companies that have synergistic products and services portfolios, including but not limited to Automated Contact Center Solutions (ACCS), customer contact management, IT Services (IT Schedule 70), and Temporary and Administrative Professional Staffing (TAPS Schedule 736), Business Process Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections, Customer Experience Provider (CXP), Customer Service, Digital Experience Provider (DXP), Account Receivables Management (ARM), Application Software Development, Managed Services, and Technology Services, to mid-market, Federal & enterprise partners. MCI now employs 10,000+ talented individuals with 150+ diverse North American client partners across the following MCI brands: MCI BPO, MCI BPOaaS, MarketForce, GravisApps, Gravis Marketing, MarchEast, Mass Markets, MCI Federal Services (MFS), OnBrand24, The Sydney Call Center, Valor Intelligent Processing (VIP), BYC Aqua, EastWest BPO, TeleTechnology, and Vinculum.

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