Contact Center Rep. II - Bilingual Spanish Greenville, SC Mt Laurel NJ

About the role

Promotes strong and lasting customer relationships in a Contact Center environment by providing quality customer service and sales in an efficient and highly professional manner. Understands customer needs and identifies opportunities to grow the business.

Responsibilities

• Creates an exceptional customer experience with every client interaction and contributes to the ongoing improvement of the overall customer experience by ensuring advice, service, and inquiries and/or issues are managed promptly and effectively under all conditions
• Provides knowledgeable guidance on products/services and directs customers toward relevant solutions, including digital banking and self-serve options while navigating multiple systems/applications
• Takes appropriate steps to resolve customer concerns in a timely and efficient manner
• Completes a broad range of financial transactions (e.g., account balance, statement requests, dispute handling, and other transactions as necessary) with accuracy and efficiency
• Follows all bank policies and procedures to reduce risk to customers and the business
• Arrives on-time and log-in ready to receive/make customer calls as scheduled throughout the shift
• Supports the achievement of business objectives by meeting individual and team objectives
• Participates fully as a collaborative member of the team, contributes, and supports a positive, diverse, and inclusive work environment including helping to identify ways to improve the customer experience
• Participates in personal performance management and ongoing development activities, including cross training as necessary
• Open to feedback and actively implements action plans as directed by leadership
• Actively participates in personal career development and takes ownership of personal growth

Requirements

• High school diploma or GED
• 1+ years of related experience
• Retail customer service, banking, or contact center experience preferred
• Thorough understanding of all aspects of Contact Center Representative (US) position, with the ability to meet goals and standards established by the department
• Excellent interpersonal, verbal and written communication skills with a curiosity to educate and offer advice to customers
• Ability to work in a fast-paced, challenging work environment
• Experience handling confidential information preferred
• Excellent problem-solving and time management skills
• Ability to adhere to a set schedule which may include weekends, overnights, and holidays
• Ability to effectively support customers using designated primary language (Spanish and/or English) in assigned queue
• Bilingual (Spanish) contact center representatives must be able to take phone calls, answer customer inquiries, translate documents and other transactions as necessary in both English and Spanish
• Must be work authorized in the United States without the need for employer sponsorship

Pay

$22.50 – $29.00 USD per hour. Base pay may vary based on skills, experience, job-related knowledge, geographic location, and other specific business and organizational needs. Colleagues may progress through the salary range over time as they progress in their role.