Inbound Phone Banker

VXI Global Solutions; Charlotte (NC); On-site; USD 25,000 - 36,000; Full time

Benefits offered by this job

Health Insurance

Gym membership after 90 days

Free Parking

Referral program

Cell phone stipend $25 per line

Job summary

VXI Global Solutions in Charlotte, NC is seeking an on-site Inbound Phone Banker/Customer Service Representative to handle card services and deposits with a focus on customer satisfaction. You will be the first contact for customers seeking assistance with banking transactions, inquiries, and problem resolution.

Training lasts 12 weeks with hours 8am-8pm and production shifts after training. Base pay is $18/hour with bonuses up to $4/hour, plus health insurance, gym membership after 90 days,

Qualifications

• Requires experience in call center or customer service environments.
• Strong communication skills with a customer-centric approach.
• Ability to handle confidential information securely.

Responsibilities

• Handle incoming calls regarding card services and deposits.
• Identify and resolve customer issues with empathy and professionalism.
• Update account information and process transactions as required.
• Develop product knowledge to provide accurate information to customers.
• Ensure compliance with banking regulations and data protection guidelines.
• Document interactions and maintain accurate records in CRM.

Skills

Inbound calls

Customer service

Verbal communication

CRM software

Banking knowledge

Education

High school diploma

Finance/customer service certification

Tools

CRM systems

Banking software

Job description

VXI is looking for highly motivated and qualified Inbound Phone Banker (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.

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)
• 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 ™-

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:

• 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.