Full Time Bilingual Customer Sales Rep
Company: MCI
Location: Dallas
Posted on: February 25, 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, 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 . 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.murphmci.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, Dallas , Full Time Bilingual Customer Sales Rep, Other , Dallas, Texas
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