Join a company where passion and customer focus drive success! VXI is seeking motivated and qualified Customer Service Representatives to work full-time on-site in our outstanding contact center in Charlotte, NC.
As an Inbound Customer Service Representative, you'll play a critical role in providing exceptional service to clients regarding card services and deposits. Being the first point of contact for customers, your ability to communicate effectively and handle inquiries and problem resolutions will be key to ensuring customer satisfaction and retention.
Operating Hours: Monday - Sunday 8am - 8pm
Training:
- Training Class hours are typically from 9am - 6pm, Tuesday - Saturday (Changes may occur due to holidays, and extended training hours will apply to maintain a 40-hour work week).
- Training lasts for 12 weeks.
*** To succeed, you must attend 100% of your training without any absences. ***
Post-Training Production Shifts: (At least 2 non-consecutive days off)
- Monday-Sunday from 9 am - 8 pm EST (4-day work week) OR
- Monday-Sunday from 11:30 am - 8 pm EST (5-day work week)
*** Flexibility is a must. You must be available to work during all center operating hours, including weekends and holidays. ***
Post-Offer Employment Requirements:
- 7-year employment verification.
- 10-year background check.
- 10-panel drug screening (THC included).
Key Responsibilities:
- Customer Assistance: Handle incoming calls regarding card services and deposits, including credit/debit card issues, account balances, fund transfers, check deposits, and transaction disputes.
- Problem Resolution: Address customer concerns and complaints professionally and empathetically, investigating and resolving issues thoroughly.
- Account Management: Update customer account information, process transactions, and perform necessary account maintenance.
- Product Knowledge: Gain an in-depth understanding of the bank's card services and deposit products, including terms and policies, to provide accurate information.
- Compliance: Follow banking regulations, security protocols, and data protection guidelines while handling customer information.
- Communication: Effectively gather necessary information from customers and clearly explain processes while setting expectations for issue resolution.
- Documentation: Maintain accurate records of customer interactions, transactions, and inquiries.
- Continuous Improvement: Stay informed about industry trends and internal processes to enhance customer service skills.
- Performance Metrics: Meet and exceed individual and team performance targets in call handling, customer satisfaction, and first-call resolutions.
What You Bring:
- High school diploma or equivalent; relevant education or certifications in finance, banking, or customer service are advantageous.
- Experience in a call center or customer service role, preferably in the banking or financial industry.
- Strong verbal communication and customer service skills.
- Excellent problem-solving skills and attention to detail, with the ability to handle confidential information securely.
- Familiarity with banking products, processes, and regulations.
- Proficient in using computer systems and customer relationship management (CRM) software.
- Able to adapt to a fast-paced work environment and show strong multitasking abilities.
- Willingness to work flexible hours, including evenings, weekends, and holidays.
What You'll Receive:
- $18.00 per hour base pay.
- Bonus Opportunities - Earn up to an additional $4 per hour after training!
- Full health insurance options (Medical, Dental, & Vision).
- A fun work environment.
- Free gym membership after 90 days of employment.
- Free parking and access to a convenience store in the business complex.
- Abundant opportunities for advancement.
- Cell phone benefits - $25/month per line for unlimited service (restrictions may apply).
- Referral for Life Program.
If you're looking for a dynamic work environment filled with growth and enthusiastic colleagues, we want you to join our team!