Bank Customer Care Representative

2 weeks ago

Savannah, Georgia, United States Mass Markets Full time
Customer Service Representative for Banking Industry

We are seeking a highly motivated and customer-focused individual to join our team as a Customer Service Representative for the Banking Industry. As a key member of our customer service team, you will be responsible for providing exceptional service to our bank customers, resolving their issues, and ensuring their satisfaction.

Key Responsibilities:
  • Handle inbound customer calls, emails, and live chats in a courteous and professional manner.
  • Listen to customers, understand their needs, and resolve their 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 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 support the customer is a plus.
  • Bilingual Spanish - Extremely Beneficial.
Compensation and Benefits:

We offer competitive compensation and benefits, including:

  • Medical, Dental, and Vision Coverage Options.
  • Paid Time-Off.
  • Regular Raises.
  • Advancement Opportunity.
  • Fun, Engaging Work Environment.
  • Casual Dress Code.
  • Cash and Prize Contests.
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 their country of residence (The United States or Canada).
  • 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.
Reasonable Accommodation:

Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and affiliates to provide reasonable accommodation when requested by a qualified applicant or employee with a disability unless such accommodation would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodation is needed, please contact Kate Murph, Vice President of Human Resources.

Equal Opportunity Employer:

At MCI and its subsidiaries, we embrace differences and believe diversity is a benefit to our employees, our company, our customers, and our 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, one where employees are treated with dignity and respect. All employees share in the responsibility 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 for employment qualified applicants with criminal histories 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, it is the policy of MCI to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.

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