Bank Customer Service Agent

Customer Service Agent Supporting Commercial And Public Sector ClientsWe are looking for customer service representatives to support inbound customer service, help desk, and back-office processing for commercial and public sector support positions. In this role, you will handle inbound calls, troubleshoot basic technical issues, build strong relationships with customers, fact-find to identify needs while recognizing opportunities to upsell new products and services. Candidates should be natural problem solvers who continuously strive to provide excellent customer service and extraordinary customer satisfaction.Schedules vary by site and project; however, we can usually find something that works for everyone. Start your career with our growing team, and with our industry-leading training, you are sure to grow.This is an on-site, entry-level position. Prior contact center experience isn't required; candidates experienced in customer service industries such as servers, bartenders, and retail associates are encouraged to apply!To be considered for this position, you must complete a full application on our company careers page, including screening questions and a brief pre-employment test.Position ResponsibilitiesWhat does someone in this role actually do?This position supports customer service for bank customers. This role requires you to interact with hundreds of customers each week across the country to resolve support issues and ensure a best-in-class customer experience. You will need to be confident, fully engaged, a team player, and dedicated to bringing a positive and enthusiastic outlook to work each day.Essential dutiesHandle inbound customer calls in a courteous, timely, and professional manner - including email and live chatListen to customers, understand their needs, and resolve customer issuesEscalate customer issues to the appropriate staff and managerial for resolution as neededEnsure first call resolution through problems solving and effective call handlingFollow the processes of the client program and perform all tasks in a courteous and professional mannerUtilize knowledge base and training to accurately answer customer questionsCreate and maintain customer CRM records with accurate call detailsAccurately document call resolution in appropriate systemsStrictly follow client process for handling financial issues and inquiriesComply with requirements surrounding confidential information and personal informationFollow all required scripts, policies, and proceduresAdhere to all attendance and work schedule requirements including all scheduled trainingCandidate QualificationsWonder if you are a good fit?It's about building relationships and turning the knowledge you gain in training into customer wins. MCI provides all new employees with world-class training, so all positive, driven, and confident applicants are encouraged to apply. Ideal candidates for this position are highly motivated, energetic, and dedicated.RequiredMust be 18 years of ageHigh School Diploma or EquivalentMinimum of three (3) years in a call center environmentMinimum of (1) year of experience in a customer service service roleThe 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 minuteThe ability to read and speak English fluentlyFamiliarity with computer and Windows PC applications and the ability to learn new and complex computer system applications including corporate intranetBasic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook including Sharepoint)Excellent organizational, written, and oral communication skillsThe 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 attitudeHighly reliable with the ability to maintain regular attendance and punctualityAptitude for issue identification and problem solvingThe ability to thrive in a fast-paced environment where change and ambiguity are prevalentAn aptitude for conflict resolution and problem solvingThe ability to demonstrate good judgement when making decisions surrounding account inquiries, resolution paths, and call handlingExcellent interpersonal skills and the ability to build relationships with your team and customersPreferredAssociates Degree or higher is a plusRelevant experience in banking or financial services is a plusExperience with data-entry utilizing a computer - proven professional writing and communication abilities to be able to support the customer is a plusBilingual Spanish - Extremely Beneficial