• Drive the VoC Program: Lead the initiative to capture, analyze, and report on customer feedback and contact drivers across all channels. • Perform deep-dive analysis on contact volume to determine the "why" behind inquiries; identify systemic issues, bugs, or user experience gaps. • Create and present actionable dashboards and reports to leadership that quantify pain points and track the impact of improvements on contact reduction. • Lead projects focused on "ticket deflection" by identifying opportunities to improve proactive problem solving, product experience and in-product guidance. • Review and optimize internal workflows and user-facing processes to make support resolution faster and more effective. • Identify recurring patterns suitable for AI and automation; work with technical teams to implement tools that solve problems without human intervention. • Act as the primary liaison between Customer Support and the Product, Engineering, and Marketing teams to ensure customer feedback directly influences product roadmaps. • Establish a consistent feedback loop to ensure other departments understand how their decisions impact support volume and customer sentiment. • Serve as a subject matter expert to support managers and agents during critical incidents or complex escalations.

• Deliver an exceptional customer experience through email, chat, and the occasional call, turning every interaction into a “WOW” moment. • Take full ownership of customer issues - digging in, resolving challenges, and knowing when to escalate to the right touchpoint. • Experiment and explore in test environments to recreate customer scenarios, uncover product nuances, and solve problems where no playbook exists. • Anticipate customer needs and provide tailored solutions that help them get back to the field quickly and confidently. • Consistently hit performance goals around productivity, customer satisfaction, and reliability.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description 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. Are you a problem solver with a passion for helping people? Do you thrive in a fast-paced environment and enjoy creating outstanding customer experiences? If so, we want you on our team! We’re looking for Customer Service Representatives (Nights) to represent some of the world’s most recognized brands during the night shift. In this role, you’ll be the first point of contact for customers handling inbound calls, resolving basic technical issues, answering product and process-related inquiries, and identifying opportunities to upsell products and services. 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. Responsibilities - Manage inbound and outbound calls with professionalism, empathy, and efficiency - Troubleshoot and resolve customer issues, focusing on first-call resolution - Research and retrieve information using internal systems; collaborate with other teams as needed - Accurately document and process customer claims and interactions - Follow scripts, policies, and procedures while using training resources to provide accurate answers - Handle sensitive information with discretion and maintain confidentiality - Escalate complex cases to the appropriate team or manager - Stay updated on products and processes by attending ongoing training - Meet all attendance, reliability, and night shift scheduling requirements Qualifications - 18 years or older with a high school diploma or equivalent - Excellent verbal and written communication skills - Typing speed of 20+ words per minute - Basic knowledge of Microsoft Office (Word, Excel, Outlook, PowerPoint) - Familiarity with Windows operating systems - Strong problem-solving, conflict resolution, and troubleshooting skills - Reliable, punctual, and motivated with a strong work ethic - Ability to multi-task, stay organized, and self-manage - Customer-first mindset: empathetic, patient, and responsive - Positive attitude and a team-player spirit - Comfortable working in a fast-paced, dynamic environment Preferred Qualifications - 1+ year in customer service, call center, help desk, technical support, inside sales, or back-office roles - Prior experience with contact centers or government-related accounts Benefits - 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 vacations and sometimes even cars! - Health Benefits: Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 60 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-term disability coverage is available to help protect you during unexpected challenges. - Life Insurance: Access life insurance options to safeguard your loved ones. - Supplemental Insurance: Accident and critical illness insurance. - 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. 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. Conditions of Employment - 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. Equal Opportunity Employer 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.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description The Part-Time Outreach Specialist for Hardship Assistance at HOPE Credit Union plays a vital role in supporting members facing financial difficulties. The position’s primary purpose is to serve as the Single Point of Contact (SPOC) for members applying for hardship assistance, providing essential outreach and guidance. This part-time role operates during evening hours (5–9 pm) and on Saturdays (8 am–12 pm) to ensure members have access to support outside of regular business hours. - Conduct live outreach calls to members during evening hours (5–9 pm, 4 days a week) and on Saturdays (8 am–12 pm), focusing on engaging members who may be eligible for hardship assistance. - Serve as the Single Point of Contact (SPOC) for submitting hardship assistance applications, guiding members through the application process with clear and thorough explanations. - Assist members in understanding available hardship programs, answering questions, and addressing concerns related to their financial challenges. - Review financial documents submitted by members for completeness and accuracy, ensuring that all necessary documentation is provided before submitting hardship applications. - Maintain accurate and detailed records of outreach efforts, including the status of hardship applications, communication logs, and outcomes. - Ensure that all hardship assistance applications are complete, properly documented, and submitted in a timely manner. - Track and report on the progress of outreach efforts, providing weekly updates on key metrics such as call volume, application submissions, and success rates. - Execute targeted outreach campaigns, focusing on specific delinquency statuses or delinquency buckets to prioritize members in need of immediate assistance. - Collaborate with the broader team to continuously evaluate outreach effectiveness and adapt strategies based on performance data and portfolio trends. - Maintain confidentiality and adhere to all relevant regulatory and compliance standards when handling member information. - Provide exceptional customer service, ensuring that members feel supported and informed throughout the hardship assistance process. - Assist in identifying and implementing process improvements for the hardship assistance application and outreach process. Qualifications - Minimum of 3 years of call center experience, specifically assisting members with financial accounts. - At least 2 years of experience reviewing personal financial documents for completeness and accuracy. - High school diploma or equivalent required; some college coursework in business, finance, or related field preferred. - Experience in the mortgage industry, particularly with hardship assistance or loss mitigation programs (preferred). - Familiarity with hardship assistance programs, including application processes and documentation requirements (preferred). Requirements - Strong communication skills, both verbal and written, with the ability to engage members effectively. - Excellent organizational skills and attention to detail, especially in documenting outreach efforts and reviewing financial documents. - Proficiency in using computer systems and software (e.g., Microsoft Office Suite, CRM systems). - Ability to handle sensitive member information with confidentiality and professionalism. - Ability to work independently and manage time effectively in a part-time role. - Strong problem-solving skills and the ability to adapt to changing priorities. - Empathy and patience in working with members facing financial challenges. - Self-motivated and results-oriented, with a focus on providing high-quality service. - Ability to work a flexible schedule, including evenings and Saturdays. Work Environment - This is a remote position, requiring employees to have a reliable internet connection and a quiet, professional environment for conducting outreach calls during specified hours. - Employees must be able to maintain focus and productivity while working remotely during evening hours (5–9 pm, 4 days a week) and on Saturdays (8 am–12 pm). - Consistent communication and collaboration with the team are essential to ensure the effectiveness of outreach efforts. - The role requires the ability to work independently with minimal supervision, adhering to scheduled hours and meeting outreach goals.