Client Services Representative II - Bilingual Spanish

Job Overview

This role handles routine client requests via calls, chats, or emails in an inbound contact center environment, ensuring accurate resolution and a great client experience.

• Identifies client needs and recommends solutions when fraud has been identified
• Records data captured during client interactions accurately
• Identifies and escalates through appropriate channels for items requiring risk review, exception handling, or further analysis
• Reads frequent updates and learning materials, often while on the call, and implements into conversations with speed and accuracy
• Complies with industry regulations, bank procedures, integrity levels of the department’s system, and financial controls

• Displays passion, integrity, commitment, and drive to deliver a positive, differentiated service that improves clients’ financial lives
• Fully understands how life events can impact a client’s financial situation and is prepared to actively advise solutions and analyze/resolve complex client problems through creative solutions
• Shows commitment to excellent attendance with proven reliability and can adhere to the agreed upon work schedule
• Dependable team-player attitude with an understanding that calls must be handled immediately, including weekends and holidays
• Communicates effectively and confidently with all clients to make their financial lives better
• Ability to engage with clients: begin a conversation, anticipate what questions a client will have, actively share information using plain language, build rapport and handle objections
• Comfortable receiving ongoing performance feedback and coaching
• Ability to learn and adapt to new information and technology platforms
• Minimum of an intermediate level of proficiency with computers and current technology
• 1+ years of customer/client service experience, including handling difficult client situations
• Proficient in English and Spanish

• 1+ years of experience in the banking/financial industry
• 1+ years of experience working in a client service capacity

• Attention to Detail
• Customer Service Management
• Customer and Client Focus
• Issue Management
• Active Listening
• Adaptability
• Client Solutions Advisory
• Data Collection and Entry
• Problem Solving
• Account Management
• Analytical Thinking
• Client Experience
• Branding
• Fraud Management

Minimum Education Requirement:
High School Diploma / GED / Secondary School or equivalent

Shift: 1st shift (United States of America)

Hours Per Week: 40

Internal employees who are currently working from home are still eligible to apply. However, if selected for the role, you may be required to work onsite in accordance with the workplace excellence policy.