Entry-Level Financial Services Agent

Position Title and Location

ENTRY-LEVEL FINANCIAL SERVICES AGENT (FULL-TIME)

Location:

Killeen, TX

Support inbound and outbound customer service projects for financial services clients, providing product and account information, resolving customer issues, and answering questions regarding bank processes.

• Handle inbound and outbound contacts in a courteous, timely, and professional manner.
• Ensure first call resolution through problem solving and effective call handling.
• Research systems, coordinate with other departments to resolve issues as needed.
• Accurately document and process customer claims in appropriate systems.
• Lead fact‑finding discussions to determine the best options for the customer.
• Utilize knowledge base and training to accurately answer customer questions while following all required scripts, policies, and procedures.
• Comply with requirements surrounding confidential information and personal information.
• Escalate customer issues to appropriate staff and managers for resolution as needed.
• Attend meetings, training, and review new material to stay up‑to‑date on changes.
• Adhere to all attendance and work schedule requirements.

• 18 years of age or older.
• High school diploma or equivalent.
• Excellent organizational, written, and oral communication skills.
• Ability to type swiftly and accurately (20+ WPM).
• Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook).
• Basic understanding of Windows operating system.
• Highly reliable with ability to maintain regular attendance and punctuality.
• Ability to evaluate, troubleshoot, and follow up on customer issues.
• Aptitude for conflict resolution, problem-solving, and negotiation.
• Customer service oriented (empathetic, responsive, patient, conscientious).
• Ability to multi‑task, stay focused, and self‑manage.
• Strong team orientation and customer focus.
• Ability to thrive in a fast‑paced environment where change and ambiguity are prevalent.
• Excellent interpersonal skills and ability to build relationships with your team and customers.

• One (1) year of experience in customer service, technical support, inside sales, back‑office, chat, or administrative support in a contact center environment.
• State or Federal work experience.

• Must be authorized to work in the country where the job is based.
• 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.

• Paid Time Off:
  Earn PTO and paid holidays.
• Incentives & Rewards:
  Participate in contests with cash bonuses and prizes.
• Health Benefits:
  
  Comprehensive medical, dental, and vision coverage after 60 days; MEC plans after 30 days.
• Retirement Savings:
  Available savings plans.
• Disability Insurance:
  Short‑term coverage.
• Life Insurance:
  Options available.
• Supplemental Insurance:
  Accident and critical illness insurance.
• Career Growth:
  Internal promotion opportunities.
• Paid Training.
• Casual Dress Code.

This job operates in a professional office environment and is largely sedentary. It requires sitting/standing for long periods while using a computer and telephone headset, operating office equipment, and occasionally moving around the office, reaching, raising, and moving objects up to forty (40) pounds.

Consistent with the Americans with Disabilities Act (ADA), the policy of MCI and its affiliates is to provide reasonable accommodations for qualified applicants or employees with a disability unless undue hardship results.

At MCI and its subsidiaries, employment is based on merit and qualifications. The company maintains a workplace free from discrimination and harassment. MCI will consider qualified applicants with criminal histories in accordance with local and federal requirements.