Bilingual-English and Spanish Customer Service Representative

Description

The Bilingual (English and Spanish) customer service representative is responsible for working in the Customer Service Department and Contact Center and answering in‑bound customer calls and digital communications and making out‑bound customer and marketing calls and digital communications. Supports customer service operations by managing contacts and completing corresponding administrative activities.

• Bilingual:
  English and Spanish
• High School Diploma or equivalent
• Previous bank experience preferred
• Previous customer and/or contact center experience preferred
• Excellent telephone etiquette and listening skills
• Excellent verbal and written communication skills
• Ability to prioritize in a fast‑paced, high‑volume environment with minimal supervision
• Effective time‑management skills
• Knowledge of computer systems used to access various pieces of information, including effective knowledge of Microsoft Office and online banking

Duties will vary dependent upon section assigned in the contact center. Duties may include, but are not limited to:

• Receive and respond to a high volume of telephone inquiries from internal and/or external customers
• Respond promptly to any questions or comments, voice mails, correspondence, chats, and emails
• Follow‑through on customer inquiries, requests or complaints; resolve issues promptly; place follow‑up telephone calls to customers as necessary
• Demonstrate understanding and appreciation of customer priorities and seek out long‑term benefits to the customer. Evaluate information and take responsibility to solve customer's problems
• Build customer loyalty by establishing rapport with customers. Respond to customers in a tactful and responsive manner
• Handle irate or difficult customers appropriately; see issues from their point of view
• When appropriate, take ownership of conversations as appropriate rather than referring issues to another unit or supervisor
• Convey information to customers in a clear, logical and easy to understand manner. Adjust communication style and tailor content to customers and others to ensure understanding
• Demonstrate understanding of the potential problems of cross‑cultural communication
• Summarize outcome of discussion with customers to ensure that all requests or problems have been addressed
• Ensure procedures for completing work tasks are carefully followed. Perform work tasks with a focus on quality and attention to detail. Follow through on work commitments
• Develop a daily planning system; prioritize important or urgent tasks. Plan the best use of time by using time‑management tools
• Identify the need for and collect information to better understand issues, problems and opportunities; make necessary contacts to obtain information. Include others in decision‑making process, as warranted, to obtain good information. Make the most appropriate decision
• Model team commitment by adhering to the team’s expectations and guidelines and fulfilling personal responsibilities to the team
• Identify sales opportunities. Evaluate a customer’s current relationship and business objectives to effectively recommend additional products or services. Proactively suggest products or services that meet the customer’s needs. Identify and cross‑sell other bank products or services

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities