Bank Customer Service Representative

Position Overview

MCI is one of the fastest-growing tech-enabled business services companies in the USA, delivering Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries including financial services. We are hiring a customer service representative to support inbound and outbound projects for Financial Services clients. In this role, you will work directly with bank customers by providing product and account information, resolving issues, and answering questions regarding bank processes. This is an experienced-level position that offers on-the-job paid training, and Compensation is commensurate with experience. With numerous schedule options available for full-time and part-time candidates, you’ll join a team dedicated to delivering 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 issues effectively.
• Escalate customer issues to the appropriate staff and managerial personnel as needed.
• Ensure first call resolution through problem solving and effective call handling.
• Follow Client program processes, performing all tasks in a courteous and professional manner.
• Utilize the knowledge base and training to accurately answer customer questions.
• Create and maintain customer CRM records with accurate call details.
• Accurately document call resolutions in the appropriate systems.
• Strictly follow client processes for handling financial issues and inquiries.
• Comply with requirements surrounding confidential and personal information.
• Follow all required scripts, policies, and procedures.
• Adhere to attendance and work schedule requirements including all scheduled training.

Required Qualifications

• Must be 18 years of age.
• High School Diploma or Equivalent.
• Minimum of three (3) years in a call center environment.
• Minimum of one (1) year of experience in a customer service role.
• Ability to multi-task using multiple screens and systems while communicating with customers.
• Ability to type swiftly and accurately (30-45 words per minute).
• Fluency in reading and speaking English.
• Familiarity with computer applications and Windows PC; ability to learn new systems.
• Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook including SharePoint).
• Excellent organizational, written, and oral communication skills.
• Customer service oriented – empathetic, responsive, patient, and conscientious.
• Strong team orientation with a positive attitude.
• Highly reliable with consistent attendance and punctuality.
• Aptitude for issue identification, conflict resolution, and problem solving.
• Ability to thrive in a fast-paced environment with frequent change and ambiguity.
• Excellent interpersonal skills with the ability to build relationships with teammates and customers.

Preferred Qualifications

• Associates Degree or higher is a plus.
• Relevant experience in banking or financial services.
• Experience with computer-based data entry and strong professional writing and communication skills.
• Bilingual in Spanish – extremely beneficial.

Benefits & Perks

• Paid Time Off: Earn PTO and paid holidays to take the time you need.
• Incentives & Rewards: Participate in daily, weekly, and monthly contests with cash bonuses and prizes.
• Health Benefits: Comprehensive medical, dental, and vision coverage available for full-time employees.
• Retirement Savings: Secure your future with available retirement savings programs.
• Disability Insurance to help during unexpected challenges.
• Life Insurance options to safeguard your loved ones.
• Supplemental Insurance covering accident and critical illness.
• Career Growth opportunities with significant internal advancement.
• Paid Training: Learn new skills while earning a paycheck.
• A fun, engaging work environment with a team-oriented culture.
• Casual Dress Code to ensure comfort while you work.