Bilingual Customer Care Sr. Specialist Retail $21​/HR + 10% Lang Differential

Bilingual Customer Care Sr. Specialist Retail

Job number: R-

Join FNBO as a Bilingual Customer Care Senior Specialist Retail and take your career to the next level. This role is for individuals who enjoy talking with people, identify customer needs, and excel in an independent work environment.

• Handle inbound and outbound calls to address customer inquiries and provide support.
• Manage bank accounts, including balance inquiries, fund transfers, and transaction history.
• Resolve issues related to account discrepancies, unauthorized transactions, and other banking problems.
• Provide information about bank products and services, such as loans, credit cards, and savings accounts.
• Verify customer identity to ensure security and privacy of account information.
• Process service requests like account openings, closures, and changes to account details.
• Offer basic technical support for online banking, mobile app usage, and ATM‑related issues.
• Adhere to banking regulations and internal policies to maintain compliance and customer trust.
• Gather customer feedback to improve services and enhance customer satisfaction.
• Maintain accurate and detailed records of customer interactions and transactions.

• Organized workstation is a best practice for seamless customer interactions.
• Work‑from‑home employees must live within a 90‑mile radius of a service center and have a clean, quiet workspace with no distractions.
• Employees are responsible for all expenses incurred related to the establishment and use of the designated home workspace.
• Travel time/mileage for commuting to FNBO locations is not paid or reimbursed.
• Working from a location other than your permanent address must be pre‑arranged and approved by management.

• High school diploma or GED.
• Quiet workspace with minimal distractions for remote work.
• Fast and reliable internet connection for remote work.
• Open to working overtime hours when needed.
• Bilingual in English and Spanish (required).
• Customer service skills – Friendly, professional, empathetic interaction (minimum 12 months).
• Excellent verbal and written communication skills.
• Problem‑solving abilities – Quick identification and resolution of issues.
• Technical proficiency – Familiarity with banking software and basic troubleshooting skills.
• Attention to detail – Accurate processing of customer information and transactions.
• Time management – Efficient handling of multiple tasks in a fast‑paced environment.
• Product knowledge – Good understanding of the bank's products and services; branch experience a plus.
• Adaptability – Flexibility to adapt to changing policies and customer needs.
• Teamwork – Collaborative work with colleagues and other departments.
• Compliance awareness – Understanding of banking regulations and requirements.
• Active listening – Strong listening skills to address customer concerns.
• Sales skills – Basic skills to promote bank products and services when appropriate.

$19.80 ($18.00 Per Hour + 10% Language Differential) – Non‑Exempt/Hourly

• Medical, Dental, Vision Insurance
• 401(k) with matching contributions
• Time Off Programs
• Health Savings Account (HSA)/Dependent Care
• Employee Banking
• Growth Opportunities
• Tuition Assistance
• Short‑Term/Long‑Term Disability Insurance

FNBO is an equal opportunity employer for all employees and applicants and makes employment decisions without regard to status or identity. FNBO follows federal law regarding the use of marijuana (this applies to all non‑California applicants).

All our jobs will be posted for a minimum of 5 calendar days. Job postings may come down prior to 5 calendar days based on volume of applicants.

Entry level

Full‑time

Other

Banking