Inbound Phone Banker/Customer Service Representative

Job Description

It's fun to work in a company where people truly BELIEVE in what they are doing!

We're committed to bringing passion and customer focus to the business.

VXI is looking for highly motivated and qualified Customer Service Representatives to work full-time on-site in our world-class contact center in Charlotte, NC.

As an Inbound Phone Banker/ Customer Service Representative, you will be responsible for providing exceptional customer service to clients related to card services and deposits. You will be the first point of contact for customers seeking assistance with their banking transactions, inquiries, and problem resolutions. Your ability to communicate effectively, handle sensitive information, and offer solutions promptly will be vital to ensuring customer satisfaction and retention. You will be a crucial link between our client and their customers, ensuring a positive and seamless experience.

Operating hours Monday- Sunday 8am - 8pm

Training

• Training Class hours are normally 9am - 6pm Tuesday- Saturday (Unless impacted by a holiday, extended training hours will apply to ensure a 40-hour work week)
• Training duration is 12 weeks long

*** You must be available to attend 100% of your training, no time can be missed ***

Production Shifts After Training (At least 2 days off *Non-Consecutive)

• Monday-Sunday from 9 am-8 pm EST (4-day production work week) OR
• Monday-Sunday from 11:30 am - 8 pm EST (5-day production work week)

*** You must be available to work anytime during center operating hours including Saturdays, Sundays and holidays ***

Post offer employment requirements:

• 7-year employment verification
• 10-year Background
• 10-Panel Drug Screening Test (THC)

Key Responsibilities:

• Customer Assistance: Handle incoming calls from customers regarding various card services and deposit-related queries, including but not limited to credit/debit card issues, account balances, fund transfers, check deposits, and transaction disputes.
• Problem Resolution: Identify and address customers' concerns, complaints, or issues in a professional and empathetic manner. Investigate problems thoroughly and take necessary steps to resolve them, ensuring a positive customer experience.
• Account Management: Update customer account information, process transactions, and perform account maintenance activities as required.
• Product Knowledge: Develop a deep understanding of the bank's card services and deposit products, terms, conditions, and policies to provide accurate and reliable information to customers.
• Compliance: Adhere to banking regulations, security protocols, and data protection guidelines while handling customer information and transactions.
• Communication: Communicate effectively with customers to gather necessary information, explain processes, and set clear expectations for issue resolution and follow-up.
• Documentation: Maintain accurate records of customer interactions, transactions, and inquiries in the call center's database.
• Continuous Improvement: Stay updated on industry trends, banking regulations, and internal processes to enhance job knowledge and deliver outstanding service.
• Performance Metrics: Meet and exceed individual and team-based performance targets, including call handling time, customer satisfaction, and first-call resolution rates.

What You Bring

• High school diploma or equivalent; additional education or relevant certifications in finance, banking, or customer service are a plus.
• Proven experience in a call center or customer service environment, preferably within the banking or financial industry.
• Strong verbal communication skills with a customer-centric approach to handle interactions professionally and courteously.
• Excellent problem-solving abilities, attention to detail, and ability to handle confidential information securely.
• Familiarity with banking products, processes, and regulations.
• Proficiency in using computer systems, databases, and customer relationship management (CRM) software.
• Ability to adapt to a fast-paced and dynamic work environment.
• Strong multitasking skills to manage simultaneous calls, inquiries, and tasks effectively.
• Willingness to work flexible hours, including evenings, weekends, and holidays.

What you will get

• $18.00 per hour base pay
• Bonus Opportunities - Earn up to $4 an hour additional with bonuses*! (Bonus opportunity available once graduated from training and active on production)
• Full Health Insurance Options (Medical, Dental, & Vision)
• Fun Work Environment
• Free Gym Membership after 90 days of employment (Gym located conveniently in business complex)
• Free Parking
• Convenience store access in business complex
• Abundant Advancement Opportunities Equal Opportunity Employer: disability/veteran
• Cell phone benefits for employees - $25/month per line for unlimited phone, text and data. **Restriction may apply
• Referral for Life Program ™-

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!