Bilingual Customer Support Specialist

Summary

Resolves financial and non-financial customer inquiries; provides personalized service to meet or exceed clients' time and quality expectations; executes transactions promptly and accurately responds to client requests and inquiries by performing the following duties.
Fluent in Spanish and English.

include the following.

• Maintains service level standards established for Customer Support Staff to assure standardization and handles each call according to our service standards - call customer by name, offer additional assistance, thank them for their business, etc.
• Fluent in Spanish and English.
• Logs and supports all inbound calls as it relates to loans, deposits, online banking, cards, ACH, etc.
• Analyzes customer relationships to determine additional needs or products that best fit their needs; develops and strengthens customer relationships by offering products and services to customers and prospective customers.
• Processes transactions including account-to-account transfers, loan payments, maintenance and research requests.
• Processes customer requests such as check orders, Stop Payments, address changes and other customer information changes.
• Logs and processes maintenance requests such as ATM/Debit Cards, E-Banking, Mobile Banking and Telephone Banking.
• Logs and processes account errors, fraudulent transactions and miscellaneous disputes for deposit and loan accounts; logs Reg E Disputes and forwards to Account Services.
• Adds special instructions, notes and customer comments to accounts.
• Handles rate inquiries for deposits.
• Uses "Product Profiles" to handle various requests for all account types and services.
• Provides customer assistance with Consumer Electronic Banking (CeB) as it relates to password resets, log in issues, and basic system navigation.
• Provides customer support for CeB & BeB Mobile banking and mobile remote deposit.
• Provides backup support to switchboard.
• Gains clear understanding of bank's service policies, systems and legal compliance regulations, as well as products and services.
• Keeps equipment operational by following established procedures; reporting malfunctions.
• Updates job knowledge by participating in educational opportunities.
• Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments

This job has no supervisory responsibilities.

To perform the job successfully, an individual should demonstrate the following competencies:

• Analytical and Design - Collects and researches data;
  Demonstrates attention to detail.
• Problem Solving - Identifies and resolves problems in a timely manner;
  Gathers and analyzes information skillfully.
• Interpersonal Skills/Customer Service - Manages difficult or emotional customer situations;
  Responds promptly to customer needs;
  Meets commitments;
  Maintains confidentiality;
  Listens to others without interrupting.
• Oral and Written Communication - Speaks clearly and persuasively in positive or negative situations;
  Listens and gets clarification;
  Responds well to questions;
  Writes clearly and informatively;
  Able to read and interpret written information.
• Teamwork - Balances team and individual responsibilities;
  Contributes to building a positive team spirit;
  Puts success of team above own interests.
• Organizational Support - Follows policies and procedures;
  Supports organization's goals and values.
• Judgment - Exhibits sound and accurate judgment;
  Includes appropriate people in decision-making process.
• Planning/Organizing - Prioritizes and plans work activities;
  Uses time efficiently.
• Professionalism - Reacts well under pressure;
  Treats others with respect and consideration regardless of their status or position.
• Quality and Quantity - Demonstrates accuracy and thoroughness;
  Completes work in timely manner.
• Adaptability, Initiative and Innovation - Adapts to changes in the work environment;
  Able to deal with frequent change, delays, or unexpected events;
  Asks for and offers help when needed.
• Attendance/Punctuality and Dependability - Is consistently at work and on time;
  Follows instructions, responds to…