POSITION SUMMARY
To provide quality service to clients via telephone, responding to both internal and external customers, and assist in customer needs and problem resolution in both English and Spanish languages. Must be able to communicate fluently with customers in Spanish.
The Hours of Operation for our Customer Service Center are Monday through Friday 8:30 a.m. to 6 p.m. and on Saturdays 9 a.m. to 1 p.m. Must be available to work a flexible schedule.
ESSENTIAL REQUIREMENTS
- Accurately responds to both external and internal customer inquiries ensuring that all needs are met and handled appropriately during their initial contact.
- Assists Customer Service Center management team to evaluate the current approach to resolving client online banking, text banking, and VRU accessibility issues.
- Makes recommendations, based on IT training and experience, on improving current solutions and/or developing a program that will provide a consistent application of troubleshooting of technology issues.
- Responsible for servicing existing and potential customers via telephone inquiries.
- Ability to listen carefully, probe for additional details, and ask targeted questions to gather information.
- Exceeds customer expectations through the superior, consistent delivery of products and services with the objective of enhancing customer loyalty and expanding customer relationships.
- Learns and maintains a vast amount of knowledge pertaining to products, procedures, and policies. Uses knowledge to make effective recommendations to customers to resolve initial and additional needs.
- Provides efficient and responsive customer service to customers by maintaining an acceptable level of productivity as measured through established metrics, which includes (but are not limited to) schedule adherence, availability, and attendance.
- Effectively works individually and in a team environment.
- Develops customer rapport and discovers customer needs.
- Completes compliance training as required.
- Understands all laws and regulations that apply to the position and complies with the requirements.
NON-ESSENTIAL FUNCTION
- Uses various computer systems for information gathering and/or trouble-shooting as needed.
- Performs all other duties as assigned.
EXPERIENCE/SKILLS
- One (1) or more years of previous banking experience preferred.
- Bilingual (English/Spanish) language skills are required.
- Ability to work in a team atmosphere.
- Excellent communication skills, within an environment of heavy phone-based interaction.
- Strong problem-solving skills.
- Strong organizational and time management skills to perform multiple tasks within a limited time frame.
- Ability to treat people with respect under all circumstances, instills trust in others, and upholds the values of the organization.
- Bilingual speaking (English/Spanish) preferred.
- Computer skills (Word and Excel); ability to navigate through various software and systems.
EDUCATION
High School Diploma/GED required.
TRAVEL REQUIREMENTS
Minimal or occasional travel for meetings, projects or training as needed.
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals to perform the essential functions.
While performing the duties of this job, the employee is required to sit, stand and walk; use hands and fingers to operate keyboard and other office equipment; reach with hands and arms; and talk or hear. The employee is occasionally required to stoop or kneel. The employee may occasionally lift and/or move up to 10 pounds.
EQUIPMENT
MS Office PC, fax, phone and standard office equipment.