Financial Services Customer Service Representative
Company: MCI
Location: Mesquite
Posted on: April 5, 2021
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Job Description:
POSITION OVERVIEW CUSTOMER SERVICE REPRESENTATIVE SUPPORTING THE
FINANCIAL SERVICES SECTOR 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. 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. -------------- POSITION
RESPONSIBILITIES WHAT 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 DUTIES *
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 CANDIDATE QUALIFICATIONS WONDER 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. 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 CONDITIONS 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.
COMPENSATION DETAILS WANT AN EMPLOYER THAT VALUES YOUR
CONTRIBUTION? 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. 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. JUST A FEW OF THE BENEFITS *
Medical, Dental, and Vision Coverage Options * Paid Time-Off *
Regular Raises * Advancement Opportunity * Fun, Engaging Work
Environment * Casual Dress Code * Cash and Prize Contests SCHEDULE
REQUIREMENTS NEED A SCHEDULE THAT WORKS WITH YOUR LIFE? 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. HOURS OF OPERATION Monday - Friday 8:30 A.M. - 8:00
P.M. Saturday 10 A.M. - 5:00 P.M. Sunday 12:00 P.M. - 4:00 P.M. 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. ABOUT THE APPLICATION PROCESS
... REGARDING 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. 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. REGARDING MASKS 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. For more information on MCI's response to COVID-19
please visit www.mci.world/covid-19. PHYSICAL 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 up to forty (40) pounds.
REASONABLE ACOMODATION Consistent with the Americans with
Disabilities Act (ADA) it is the policy of MCI and affiliates to
provide reasonable accommodation when requested by a qualified
applicant or employee with a disability unless such accommodation
would cause undue hardship. The policy regarding requests for
reasonable accommodation applies to all aspects of employment. If
reasonable accommodation is needed, please contact Kate Murph, Vice
President of Human Resources, . DIVERSITY AND EQUALITY At MCI and
its subsidiaries, we embrace differences and believe diversity is a
benefit to our employees, our company, our customers, and our
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, one where employees are treated with
dignity and respect. All employees share in the responsibility for
fulfilling MCI's commitment to a diverse and equal opportunity work
environment. MCI does not discriminate against any employee or
applicant on the basis of age, ancestry, color, family or medical
care leave, gender identity or expression, genetic information,
marital status, medical condition, national origin, physical or
mental disability, political affiliation, protected veteran status,
race, religion, sex (including pregnancy), sexual orientation, or
any other characteristic protected by applicable laws, regulations,
and ordinances. MCI will consider for employment qualified
applicants with criminal histories in a manner consistent with
local and federal requirements. MCI will not tolerate
discrimination or harassment based on any of these characteristics.
We adhere to these principles in all aspects of employment,
including recruitment, hiring, training, compensation, promotion,
benefits, social and recreational programs, and discipline. In
addition, it is the policy of MCI to provide reasonable
accommodation to qualified employees who have protected
disabilities to the extent required by applicable laws,
regulations, and ordinances where an employee works. ABOUT MCI
(PARENT COMPANY) In 2019 Marlowe Companies Inc. (MCI) was named by
Inc. Magazine as Iowa's Fastest Growing Company in the State of
Iowa and was named the 452nd Fastest Growing Privately Company in
the USA, making the coveted top 500 for the first time. MCI's
subsidiaries had previously made Inc. Magazine's List of
Fastest-Growing Companies 15 times respectively. MCI is
headquartered in Iowa City, IA, and has nine customer contact
management centers, IT services, and business process outsourcing
service delivery facilities in Iowa, Georgia, Florida,
Massachusetts, New Hampshire, Nova Scotia, and South Dakota.
Driving modernization through digitalization, MCI ensures clients
do more for less. MCI is the holding company for a diverse lineup
of tech-enabled business services operating companies. MCI
organically grows, acquires and operates companies that have a
synergistic products and services portfolios, including but not
limited to Automated Contact Center Solutions (ACCS), customer
contact management, IT Services (IT Schedule 70), and Temporary and
Administrative Professional Staffing (TAPS Schedule 736), Business
Process Management (BPM), Business Process Outsourcing (BPO),
Claims Processing, Collections, Customer Experience Provider (CXP),
Customer Service, Digital Experience Provider (DXP), Account
Receivables Management (ARM), Application Software Development,
Managed Services, and Technology Services, to mid-market, Federal &
enterprise partners. MCI now employs 2,500+ talented individuals
with 150+ diverse North American client partners across the
following MCI brands: GravisApps, Mass Markets, MCI Federal
Services (MFS), The Sydney Call Center, OnBrand24, and Valor
Intelligent Processing (VIP). MCI provides products and services
under the following NAICS Codes: Software Publishers, Data
Processing, Hosting, and Related Services, All Other Information
Services, Claims Adjusting, Third Party Administration of Insurance
and Pension Funds, Custom Computer Programming Services, Computer
Systems Design Services, Other Computer Related Services,
Information Technology, and Value Added Resellers, Administrative
Management and General Management Consulting Services, Marketing
Consulting Services, Other Scientific and Technical Consulting
Services, All Other Professional, Scientific, and Technical
Services, Office Administrative Services, Temporary Help Services,
Professional Employer Organizations, Telephone Answering Services,
Telemarketing Bureaus and Other Contact Centers, Private Mail
Centers, Collection Agencies, All Other Business Support Services,
All Other Support Services, Professional and Management Development
Training. DISCLAIMER The purpose of the above job description is to
provide potential candidates with a general overview of the role.
It's not an all-inclusive list of the duties, responsibilities,
skills, and qualifications required for the job. You may be asked
by your supervisors or managers to perform other duties. You will
be evaluated in part based upon your performance of the tasks
listed in this job description. The employer has the right to
revise this job description at any time. This job description is
not a contract for employment, and either you or the employer may
terminate employment at any time, for any reason. ------- _
Education Requirements: High School Diploma/GED
Keywords: MCI, Mesquite , Financial Services Customer Service Representative, Accounting, Auditing , Mesquite, Texas
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