Client Services Representative II Bilingual Spanish

Job Description

Position overview:

This role is responsible for resolving routine client requests through calls, chats, or emails in an inbound contact center environment.

• Identify client needs and recommend solutions when fraud has been identified.
• Record data captured during client interactions accurately.
• Identify and escalates through appropriate channels for items requiring risk review or exception handling.
• Read frequent updates and learning materials, often while on the call, and implement into conversations with speed and accuracy.
• Comply with industry regulations, bank procedures, system integrity, and financial controls.

• Proficient in English and Spanish.
• 1+ years of customer/client service experience, including handling difficult client situations.
• Displays passion, integrity, commitment and drive to deliver a positive, differentiated service that improves our clients’ financial lives.
• Fully understands how life events can impact a client’s financial situation and is prepared to actively advise solutions.
• Demonstrates excellent attendance, reliability, and adherence 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.
• Engages with clients, anticipates questions, shares information using plain language, builds rapport and handles 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 experience in the banking/financial industry.
• 1+ years of experience working in a client service capacity.
• Skills:
  
  Attention to detail, Customer Service Management, Client 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.

High School Diploma / GED / Secondary School or equivalent.

Location:

1351 N Town Center Dr, Las Vegas, NV 89139 (NV1507).

Shift: 1st shift (United States of America).

Hours per week: 40.

Work arrangement:
Internal employees who are currently working from home remain eligible to apply; selected candidates may be required to work onsite in accordance with the workplace excellence policy.

Pay range: $25.00 - $27.63 hourly pay, offers to be determined based on experience, education and skill set.

Pay is predictable with a base salary and no incentive eligibility.

Benefits:
Role is benefits eligible. We provide industry-leading benefits, paid time off, and resources to support employees.

Privacy Statement:

Pay Transparency: