Call Center Representative at VXI Global Solutions

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 a 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.

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.

Operating hours (At least 2 days off *Non-Consecutive)

• Monday-Sunday from 9 am-8 pm EST OR
• Monday-Sunday from 11:30 am - 9 pm EST

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

Training

• Training Class hours are normally 1030am – 7pm Tuesday- Saturday (Unless impacted by a holiday, extended training hours will apply to ensure a 40 hour work week)

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

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

• $17.00 per hour
• Full Health Insurance (Medical, Dental, & Vision)
• Fun Work Environment
• Free Gym Membership (Gym located conveniently in business complex)
• 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 ™- The referee receives a residual bonus every pay period