Bank Customer Service Representative

4 days ago

Dallas, Texas, United States MCI Careers Full time
Job Title: Bank Customer Service Representative

Job Summary:

We are seeking a highly motivated and customer-focused Bank Customer Service 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 clients, resolving their issues, and ensuring their satisfaction.

Key Responsibilities:

  • Handle inbound customer calls in a courteous and professional manner
  • 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
  • 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 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 speak 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 judgement 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 be able to support the customer is a plus
  • Bilingual Spanish - Extremely Beneficial

Working Conditions:

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.

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.

Diversity and Equality:

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 Careers:

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.

About MCI:

MCI is a leading provider of business process outsourcing, staff augmentation, contact center customer services, and IT Services. We have a strong commitment to diversity and inclusion, and we strive to create a work environment that is free from discrimination and harassment. We are an equal opportunity employer and welcome applications from diverse candidates.

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