Bilingual Bank Customer Services Representative (FULL-TIME & PART-TIME)
Company: MCI
Location: Plano
Posted on: January 15, 2021
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Job Description:
POSITION OVERVIEW CUSTOMER SERVICE REPRESENTATIVE SUPPORTING THE
FINANCIAL SERVICES SECTOR We are hiring bilingual 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 W ONDER 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, and if applicable, the bilingual language, 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 * Work-at-Home Opportunities * 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, work-at-home option for eligible
positions and programs, 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. Most local
positions offer work-at-home after training on-site; however, there
are specific programs that are on-site only due to security
requirements. 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, kate.murph@mci.world . 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: 511210 Software Publishers, 518210
Data Processing, Hosting, and Related Services, 519190 All Other
Information Services, 524291 Claims Adjusting, 524292 Third Party
Administration of Insurance and Pension Funds, 541511 Custom
Computer Programming Services, 541512 Computer Systems Design
Services, 541519 Other Computer Related Services, 541519
Information Technology, and Value Added Resellers, 541611
Administrative Management and General Management Consulting
Services, 541613 Marketing Consulting Services, 541690 Other
Scientific and Technical Consulting Services, 541990 All Other
Professional, Scientific, and Technical Services, 561110 Office
Administrative Services, 561320 Temporary Help Services, 561330
Professional Employer Organizations, 561421 Telephone Answering
Services, 561422 Telemarketing Bureaus and Other Contact Centers,
561431 Private Mail Centers, 561440 Collection Agencies, 561499 All
Other Business Support Services, 561990 All Other Support Services,
611430 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. ------- _
Keywords: MCI, Plano , Bilingual Bank Customer Services Representative (FULL-TIME & PART-TIME), Other , Plano, Texas
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