Bilingual Customer Service Representative

2 days ago

Savannah, Georgia, United States MCI Careers Full time
Job Title: Bilingual Bank Customer Services Representative

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 problem-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

What We Offer:

We believe that hard work should pay off, so we make sure that our compensation and total rewards are competitive. Standard starting compensation is commensurate with experience. Regular reviews and raises are awarded based on tenure and performance, so our employees make more each year.

Employees earn paid time off as well as paid holidays and paid training opportunities. Regular daily, weekly and monthly incentives are part of the overall compensation our team members enjoy and include monetary incentive and prizes such as computers, tablets, phones, TV's, 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.

Why Work with Us:

We are a dynamic and growing company that values our employees and provides opportunities for growth and development. We offer a fun and engaging work environment, a casual dress code, and a range of benefits and perks. If you are a motivated and customer-focused individual who is looking for a new challenge, we encourage you to apply.

Equal Opportunity Employer:

We are an equal opportunity employer and welcome applications from diverse candidates. We are committed to creating an inclusive and respectful work environment where all employees feel valued and supported.

Reasonable Accommodation:

We are committed to providing reasonable accommodation to qualified employees with protected disabilities. If you require accommodation, please contact Human Resources.

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