Financial Contact Center Representative
Company: mci
Location: Anthony
Posted on: February 25, 2021
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Job Description:
POSITION OVERVIEW CUSTOMER SERVICE REPRESENTATIVE SUPPORTING THE
FINANCIAL SERVICES SECTOR \n \n We are hiring customer service
representative to support inbound and outbound customer service
projects for Finacial Services clients. We are seeking qualified
professionals who will work to ensure our organization is providing
world class service to our members, employees, and our communities.
In this role you will work directly with bank customers providing
product and account information, resolving customer issues, and
answering customer questions regarding bank processes. Candidates
should have excellent communication skills, willing to learn on the
job, and be highly reliable. \n \n This is an experienced-level
position that offers on the job paid training. Compensation is
commensurate with experience. Prior contact center or customer
service experience is required. There are both full-time and
part-time openings with multiple schedule options. \n \n MCI is one
of the fastest growing companies in the country. We provide
services for some of the most famous brands, as well as state, and
federal programs. This is a wonderful opportunity for you to start
your career here. With our industry-leading training, you are sure
to grow. We offer many advancement opportunities including
Supervisor, Trainer, Talent Acquisition, and Operations Management.
\n \n-------------- \n \nPOSITION RESPONSIBILITIES WHAT DOES
SOMEONE IN THIS ROLE ACTUALLY DO? \n 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. \n \n Essential Duties \n -- Handle
inbound customer calls in a courteous, timely, and professional
manner - including email and live chat \n -- Listen to customers,
understand their needs, and resolve customer issues \n -- Escalate
customer issues to the appropriate staff and managerial for
resolution as needed \n -- Ensure first call resolution through
problems solving and effective call handling \n -- Follow the
processes of the Client program and perform all tasks in a
courteous and professional manner \n -- Utilize knowledge base and
training to accurately answer customer questions \n -- Create and
maintain customer CRM records with accurate call details \n --
Accurately document call resolution in appropriate systems \n --
Strictly follow client process for handling financial issues and
inquiries \n -- Comply with requirements surrounding confidential
information and personal information \n -- Follow all required
scripts, policies, and procedures \n -- Adhere to all attendance
and work schedule requirements including all scheduled training \n
\nCANDIDATE QUALIFICATIONS W ONDER IF YOU ARE A GOOD FIT? \n 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. \n \n
Required \n 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 \n 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 \n \nCONDITIONS 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. Job offers are contingent on drug screening
results. \n \nCOMPENSATION DETAILS WANT AN EMPLOYER THAT VALUES
YOUR CONTRIBUTION? \n 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. \n \n
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. \n \n JUST A FEW OF
THE BENEFITS \n Medical, Dental, and Vision Coverage Options Paid
Time-Off Regular Raises \n Advancement Opportunity Fun, Engaging
Work Environment Casual Dress Code Cash and Prize Contests \n
\nSCHEDULE REQUIREMENTS NEED A SCHEDULE THAT WORKS WITH YOUR LIFE?
\n We can offer a wide range of scheduling options for qualified
candidates. There are multiple shifts and weekly work variations
available to our team members. Please ask a Talent Acquisition
Specialist about the different types of creative scheduling options
that are available at your location. Whether you are a busy parent,
student, or just want control of your work-life balance, flexible,
customized scheduling is one of the perks of working at our
organization . \n \n HOURS OF OPERATION \n Monday - Friday 8:30
A.M. - 8:00 P.M. \n Saturday 10 A.M. - 5:00 P.M. \n Sunday 12:00
P.M. - 4:00 P.M. \n \n The hours above are the hours of Operation.
The typical week in the life of an agent reflects working four
weekdays and one weekend shift, leaving two days off a week . \n
\nABOUT THE APPLICATION PROCESS ...\n \nREGARDING COVID-19 As an
employer supporting critical Federal, State, Provincial, and
Commercial clients, we have taken steps to ensure that we remain
operational while taking every precaution possible to prevent the
spread of COVID-19 and keep our employees safe. \n Measures include
social distancing for those working on-site, frequent deep cleaning
and disinfecting of workstations and common areas, daily
contactless temperature checks for those essential employees
working on-site, travel policies limiting travel and mandatory
quarantine, reporting and quarantine processes and policies for
those exposed, and requesting masks to be worn when on-site
employees are not at their workstation. \n \n REGARDING MASKS \n To
help protect our candidates and employees, we are REQUESTING that
all on-site candidates wear a mask to interviews and training. In
locations where state or local government has mandated the use of
masks, we will abide by the mandate, and REQUIRE masks be worn when
on-location. \n For more information on MCI's response to COVID-19
please visit www.mci.world/covid-19 . \n \nPHYSICAL 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
Keywords: mci, Gainesville , Financial Contact Center Representative, Accounting, Auditing , Anthony, Florida
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