Bank Customer Care Agent (Full-Time & Experienced)

LOCATION Dallas, TX POSITION OVERVIEW MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs.  At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization. We’re hiring  Customer Service Representatives  to support both inbound and outbound service projects for our Financial Services clients. We’re looking for dedicated professionals who are committed to delivering world-class service to our customers, employees, and communities. In this role, you’ll interact directly with banking customers providing product and account information, resolving inquiries, and assisting with banking processes. Ideal candidates are excellent communicators, quick learners, and dependable team players. To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test. -------------- 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.    Key Responsibilities: Respond to inbound calls, emails, and live chats in a professional and timely manner Understand customer needs and provide accurate, effective solutions Escalate complex issues to appropriate teams when necessary Ensure first-call resolution through active listening and problem-solving Follow client-specific procedures and maintain a courteous approach at all times Use internal knowledge bases and training to answer customer questions Maintain accurate and detailed records in CRM systems Handle financial inquiries with strict adherence to confidentiality and compliance standards Follow all scripts, policies, and procedures Meet attendance and training requirements consistently CANDIDATE QUALIFICATIONS WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION? 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 or older High School Diploma or equivalent required Minimum 3 years of experience in a call center environment At least 1 year in a customer service role Ability to multitask across multiple systems while on calls Typing speed of 30–45 WPM Fluent in English (spoken and written) Comfortable with Windows PC applications and able to learn new systems Basic proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook, SharePoint) Strong organizational, written, and verbal communication skills Customer-focused with empathy, patience, and responsiveness Reliable and punctual with a strong work ethic Skilled in conflict resolution and decision-making Able to thrive in a fast-paced, dynamic environment Excellent interpersonal skills and a collaborative mindset ABOUT MCI (PARENT COMPANY) MCI helps customers take on their CX and DX challenges differently, creating industry-leading solutions that deliver exceptional experiences and drive optimal performance. MCI assists companies with business process outsourcing, staff augmentation, contact center customer services, and IT Services needs by providing general and specialized hosting, software, staff, and services. 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 has ten business process outsourcing service delivery facilities in Georgia, Florida, Texas, New Mexico, California, Kansas, Nova Scotia, South Africa, and the Philippines.  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 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 10,000+ talented individuals with 150+ diverse North American client partners across the following MCI brands: MCI BPO, MCI BPOaaS, MarketFor