Client Care Specialist II

About the role

The Client Care Specialist II is responsible for providing quality customer service to all incoming calls. In order to provide excellent service ensuring the customer’s inquiry is complete, the Client Care Specialist must fully understand the products and services that the Bank offers as well as the systems that the bank uses. In addition, the Client Care Specialist must perform maintenance to customer information files and accounts, respond to online banking questions, emails and complete other duties as assigned.

Responsibilities

• Handle inbound calls regarding client inquiries, concerns regarding their account and/or bank products and services ensuring their requests are fully satisfied.
• Answer client emails, online banking (FXIM) messages and assist with customer inquiries or concerns.
• Assist clients with online banking registration, online banking access, reset passwords, and online wires ensuring the customer’s identity is verified through the established process.
• Conduct client call backs maintaining Banesco USA integrity, following procedures to ensure confidentiality of information and security.
• Handle complex issues or inquiries ensuring the request is completed in a timely manner and provide resolutions to complex customer inquiries or issues with minimal supervision.
• Perform follow-up as needed, especially on time-sensitive issues, assuring we meet set SLA goals.
• Escalate issues to the appropriate parties when needed.
• Assist with tracking customer data.
• Complete annual training program assigned.
• Perform other functions and/or duties as assigned.

Qualifications

• Education: High School Diploma or equivalent experience.
• Experience: Two (2) years of experience in a customer service role or call center environment.
• Advanced computer skills including but not limited to proficiency in Microsoft Office (Word, Excel, PowerPoint, etc.).
• Basic knowledge of related State and Federal banking compliance regulations.
• Strong verbal and written communication skills, ability to communicate at all levels of the organization.
• Must be bilingual in both English and Spanish — ability to fluently speak, understand, read and write both languages.
• Strong attention to detail and accuracy.
• Ability to multi-task, with strong organization, time-management and prioritizing skills.
• Customer service skills, ensuring satisfaction of both internal and external customers.
• Ability to understand and comprehend instructions, procedures and policies ensuring compliance with the Bank’s policies and procedures.