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

Work Location: Greenville, South Carolina, United States of America

About the role

The Contact Center Representative II 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. This role achieves a high level of success by understanding Customer needs and identifying 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
• Knowledgeable of the various products/services and able to communicate/direct customers toward relevant solutions, including digital banking and self-serve options while navigating multiple systems/applications and delivering excellent customer service
• Ensures appropriate steps are taken 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 reducing risk to our 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
• Ability to use/learn current technology and software applications related to position
• Excellent interpersonal, verbal and written communication skills required with a curiosity to educate and offer advice to our customers
• Ability to work in a fast-paced, challenging work environment
• Experience handling confidential information preferred
• Position requires the ability to be onsite for training(s), moments that matter, and any other applicable meetings / events as deemed by the business
• Excellent problem-solving and time management skills
• Must be able to adhere to a set schedule which may include weekends, overnights, and holidays
• Must be able 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
• You must be work authorized in the United States without the need for employer sponsorship

Pay

$22.50 - $29.00 USD per hour

Schedule

40 hours per week

Benefits

• Competitive base salary and variable compensation/incentive awards (e.g., eligibility for cash and/or equity incentive awards, generally through participation in an incentive plan)
• Health and well-being benefits
• Savings and retirement programs
• Paid time off (including Vacation PTO, Flex PTO, and Holiday PTO)
• Banking benefits and discounts
• Career development and reward and recognition programs
• Regular career, development, and performance conversations with your manager
• Access to an online learning platform and a variety of mentoring programs
• Training and onboarding sessions