Job Description

Job Opportunity In Killeen, TX

MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry.

We are hiring licensed insurance customer service agents to support inbound customer service, help desk, and back-office processing representatives. In this role, you will provide full lifecycle customer service and sales to assist customers in understanding their coverages and selecting the right products and services to meet their personal financial needs. A Property and Casualty license is required for this role.

To be considered for this position, you must complete a full application on our company careers page, including screening questions and a brief pre-employment test.

Position Responsibilities

This role requires you to interact with hundreds of customers each week across the country to resolve support issues, sell new products and services, and ensure a best-in-class customer experience. In addition to being the best in the business when it comes to customer satisfaction, you will need to be a confident, fully engaged team player who is dedicated to bringing a positive and enthusiastic outlook to work each day.

Key Responsibilities:

• Serves as customer service contact for inbound customer interactions
• Utilizes proper procedures and documented knowledge articles to achieve first contact resolution and aides in policyholder retention
• Documents ancillary business and/or customer interaction information
• Leverages opportunities to expand customer interactions to learn more about the customers current and future needs
• Demonstrates a commitment to customer service, adding new customers while maintaining service levels and looking for multi-lining opportunities with existing accounts
• Leverages sales, marketing, and influence skill set to assist with acquisition and retention of policyholders
• Escalates problems or inquiries as needed
• Uses multiple applications to gather the necessary information and notify business partners regarding messages, inquiries, and claim reporting
• Utilizes knowledge base and training to accurately answer customer questions and sell appropriate products and services
• Utilizes systems and technology to complete account management tasks
• Comply with requirements surrounding confidential information and personal information
• Attend meetings and training and review all new training material to stay up-to-date on changes to program knowledge, systems, and processes
• Adhere to all attendance and work schedule requirements

Candidate Qualifications

We provide all new employees with world-class training, so all positive, driven, and confident applicants are encouraged to apply. This position relies on building relationships and turning the knowledge you gain in training into customer wins. Ideal candidates for this position are highly motivated, energetic, and dedicated.

Qualifications:

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

Preferred (Not Required):

• 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

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 Details

WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?

At MCI, we believe that your hard work deserves recognition and reward. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.

What You Can Expect from MCI:

We understand the importance of balance and support, which is why we offer a variety of benefits and incentives that go beyond a paycheck. Our team members enjoy:

• Paid Time Off: Earn PTO and paid holidays to take the time you need.
• Incentives & Rewards: Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacationsand sometimes even cars!
• Health Benefits: Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 90 days of employment, and all employees have access to MEC medical plans after just 30 days. Benefit options vary by location.
• Retirement Savings: Secure your future with retirement savings programs, where available.
• Disability Insurance: Short- and long-term disability coverage is available to help protect you during unexpected challenges.
• Life Insurance: Access life insurance options to safeguard your loved ones.
• Career Growth: With a focus on internal promotions, employees enjoy significant advancement opportunities.
• Paid Training: Learn new skills while earning a paycheck.
• Fun, Engaging Work Environment: Enjoy a team-oriented culture that fosters collaboration and engagement.
• Casual Dress Code: Be comfortable while you work.

Compensation & Benefits that Fit Your Life

MCI takes pride in tailoring our offerings to fit the needs of our diverse team across subsidiaries and locations. While specific benefits and incentives may vary by geography, the core of our commitment remains the same: rewarding effort, providing growth opportunities, and creating an environment where every employee feels valued.

If you're ready to join a company that recognizes your contributions and supports your growth, MCI is the place for you. Apply today!

Physical Requirements

This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.

Reasonable Accommodation

Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources.

Diversity and Equality

At MCI and its subsidiaries, we embrace differences and believe diversity benefits our employees, company, customers, and community. All aspects of employment at MCI are based solely on a person's merit and qualifications. MCI maintains a work environment free from discrimination, where employees are treated with dignity and respect. All employees are responsible for fulfilling MCI's commitment to a diverse and equal-opportunity work environment.

MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical

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