Mci World

posted 24 days ago

Full-time - Entry Level
Remote
5,001-10,000 employees
Administrative and Support Services

About the position

The Customer Service Representative position at MCI involves supporting mortgage customers by handling inbound calls, resolving issues, and ensuring a high-quality customer experience. The role requires strong communication skills, the ability to multitask, and a commitment to customer satisfaction. Candidates will receive comprehensive training to equip them for success in this fast-paced environment.

Responsibilities

  • Handle inbound customer calls in a courteous, timely, and professional manner
  • 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 problem solving and effective call handling
  • 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

Requirements

  • Must be 18 years of age
  • High School Diploma or Equivalent
  • 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
  • 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

Nice-to-haves

  • 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

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
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