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MCI · 1 day ago

Financial Services Customer Service Representative (FULL-TIME)

Dallas, TX

Full-time

Onsite

Entry Level

3+ years exp

MCI is a company that provides tech-enabled business services and is looking for Customer Service Representatives to support inbound customer service for commercial and public sector clients. The role involves handling customer inquiries, troubleshooting issues, and ensuring a positive customer experience while adhering to company processes and protocols.

Business Information Systems

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 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

Qualification

Customer service experienceCall center experienceProblem solvingMulti-taskingMicrosoft Office SuiteCRM softwareTeam orientationJudgment skillsTyping skillsFluent in EnglishBilingual SpanishOrganizational skillsInterpersonal skillsConflict resolutionWritten communicationOral communicationCustomer focusPositive attitudeReliability

Required

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

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

Benefits

Paid Time Off Earn PTO and paid holidays to take the time you need.

Incentives & Rewards Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacations and sometimes even cars!

Health Benefits Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 60 days of employment, and all employees have access to MEC medical plans after just 30 days. Benefit options vary by location.

Retirement Savings Secure your future with retirement savings programs, where available.

Disability Insurance Short-term disability coverage is available to help protect you during unexpected challenges.

Life Insurance Access life insurance options to safeguard your loved ones.

Supplemental Insurance Accident and critical illness insurance

Career Growth With a focus on internal promotions, employees enjoy significant advancement opportunities.

Paid Training Learn new skills while earning a paycheck.

Fun, Engaging Work Environment Enjoy a team-oriented culture that fosters collaboration and engagement.

Casual Dress Code Be comfortable while you work.