Bilingual Bank Customer Services Representative

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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.

Who you are Are you a bilingual communicator with a passion for delivering exceptional customer experiences? We’re hiring Customer Service Representatives to support banking customers across the country. This is an entry-level role with paid training, ideal for individuals who are empathetic, tech-savvy, and eager to grow in a fast-paced environment.

What you will do

• Handle inbound calls, emails, and live chats in a courteous and professional manner
• Listen actively to understand customer needs and provide accurate solutions
• Troubleshoot basic technical issues and escalate complex cases appropriately
• Ensure first-call resolution through effective problem-solving
• Follow client-specific processes and scripts with professionalism
• Use internal knowledge bases and training materials to answer inquiries
• Maintain accurate customer records in CRM systems
• Document call outcomes and resolutions clearly and thoroughly
• Handle financial inquiries with strict adherence to compliance and confidentiality standards
• Meet attendance and training requirements consistently

Qualifications

• Must be 18 years or older
• High school diploma or equivalent required
• Strong written and verbal communication skills
• Ability to type 20+ words per minute
• Basic proficiency in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)
• Familiarity with Windows operating systems
• Reliable and punctual with strong time management skills
• Skilled in conflict resolution, problem-solving, and customer empathy
• Able to multi-task, stay focused, and work independently
• Team-oriented with a strong customer-first mindset
• Comfortable working in a fast-paced, dynamic environment

Preferred (Not Required)

• 1+ year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support
• Experience working on state or federal programs

Conditions of Employment

• All MCI Locations:
  Must be authorized to work in the country where the job is based
• Subject to the program and location of the position:
  Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results.
• Must be willing to submit to drug screening. Job offers are contingent on drug screening results.

Compensation & Benefits

Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members. See details below, noting that benefits may vary by geography.

• Paid Time Off: PTO and paid holidays
• Incentives & Rewards:
  Contests with cash bonuses and prizes
• Health Benefits:
  
  Medical, dental, and vision coverage after probationary periods (varies by location)
• Retirement Savings:
  Retirement programs where available
• Disability Insurance:
  Short-term disability coverage
• Life Insurance:
  Life insurance options
• Supplemental Insurance:
  Accident and critical illness insurance
• Career Growth:
  Focus on internal promotions
• Paid Training:
  Training while earning a paycheck
• Casual Dress Code and a team-oriented environment

Additional Information

This job description is a general overview and is not an all-inclusive list of duties, responsibilities, skills, and qualifications. The employer reserves the right to revise this description and to terminate employment at any time for any reason. MCI is an equal opportunity employer and does not discriminate based on protected characteristics. Reasonable accommodations are available upon request per ADA guidelines.

Location
:
Killeen, TX

Job Type
:
Full-Time

Salary
:
Hourly + Bonus