Customer Service Assistant I (Bilingual)

About the role

The Bilingual Card Services Customer Service Associate supports inquiries regarding fraud, lost/stolen cards, travel notifications, credit card payments and debit/ATM disputes, using excellent customer service and multitasking skills.

Responsibilities

• Handle customer telephone inquiries regarding ATM, debit and credit card transactions, reporting of lost/stolen items such as cards and checks.
• Document debit and ATM disputes as well as account fraud reporting, travel notifications, debit card limit increases and assist customers with credit card payments.
• Provide branches/departments with the back-office support necessary to help them service their customers’ needs.
• Open new business credit cards for corporate customers.
• Maintain an awareness of new operational policies and procedures and comply with REG E and REG Z.
• Other responsibilities as assigned.

Requirements

• High school diploma/GED.
• Familiarity with Microsoft Word and Excel.
• One year of customer service experience that includes dealing with external customers on a regular basis.
• Bi-lingual (English/Spanish) verbal and written communication skills required.
• Knowledge of Credit Card products and services preferred.
• Branch banking experience a plus, including knowledge of general ledger balancing or researching out-of-balance conditions.

Qualifications

• N/A

Skills

• Ability to diplomatically handle emotionally charged telephone calls.
• Ability to effectively communicate both orally and in writing with customers and bank employees.
• Must be an involved team player and positive acceptor of on-going change.
• Attention to detail and good organizational skills.
• Ability to learn Bank products/services/fees.

Benefits

• N/A

Pay

• N/A

Schedule

• Availability to work a rotating schedule is required, including some evenings and Saturdays.
• The opportunity to work a hybrid schedule with supervisor approval, after successfully completing training.