Customer Support Specialist I: Bilingual

About the role

The Customer Support Specialist-Bilingual provides efficient and effective service to Spanish-speaking customers, prospective customers, and branch personnel via inbound telephone calls, email, secure messages, chat, or other approved avenues. This role offers first-call resolution for retail banking inquiries, some commercial inquiries, Online Banking (Retail and basic Business), Bankcard, Mobile Deposit, and Bill Pay products. Responsibilities include preparing stop payments, processing telephone transfer requests, and performing routine operational duties. The specialist identifies and refers potential cross-sell opportunities to senior team members.

Responsibilities

• Specialize in assisting Spanish-speaking callers in Spanish for retail and basic commercial inquiries, including:
  • Account inquiries
  • General loan inquiries
  • Stop payment requests
  • Address/account type changes
  • Loan payment reversals
  • Fee or charge reversals
• Return customer phone messages from after-hours.
• Perform account transactions, including payments and transfers.
• Assist customers with Telephone Banking inquiries, such as:
  • Password resets
  • Basic system training
  • Basic troubleshooting
• Assist customers with Online Banking inquiries, including:
  • Password resets
  • Secure access code delivery/retrieval
  • Basic system training
  • Mobile Deposit enrollment/check deposit
  • Bill Pay enrollment/payment processing
  • e-Statement enrollment
  • External transfers
  • Personal financial management tools
  • Overall troubleshooting
• Assist customers with Debit Card inquiries, including:
  • New/replacement/existing card activations
  • PIN sets/resets
  • Travel maintenance
  • Card reorders and closures
  • Temporary card limit increases
  • Card status research/changes due to Fraud Alerts or lost/stolen cards
• Complete customer card transaction disputes.
• Research and respond to secure/unsecure customer messages.
• Serve as a resource for operations, policy, and procedure information to associates and customers.
• Stay current on all new and existing products specific to Customer Service and communicate bank-wide changes to customers.
• Provide, present, and promote Service Excellence to all external and internal customers.
• Complete training and annual compliance courses as assigned.
• Adhere to corporate policies, procedures, Federal and State regulations, and laws, including the Bank Secrecy Act and the Anti-Money Laundering Act.
• Adhere to Service Excellence standards.
• Perform other duties as required.

Requirements

• High school diploma or GED, or equivalent combination of education and experience.
• Work-related experience in a business environment.
• Business, financial industry, or branch banking-related educational experience.
• Excellent verbal and written communication skills in both English and Spanish.
• Intermediate knowledge of Bank operations, products, services, related state and federal laws, and Bank policies.
• Excellent organizational and time management skills.
• Ability to work with minimal supervision and prioritize work.
• Intermediate computer skills, including mainframe systems, word processing, spreadsheets, web-based programs, and specialty software.
• Exceptional verbal, written, and interpersonal communication skills.
• Active listening skills to solve customer inquiries.
• Preferred skills: customer service, product knowledge, quality focus, problem-solving, documentation, listening, phone skills, conflict resolution, information analysis, and multitasking.

Physical Demands & Work Environment

• Requires vision, hearing, speech, and dexterity.
• Valid driver’s license required.
• Ability to stand, walk, sit, and use hands and fingers.
• Must be able to work the required hours and days to complete essential functions.
• Professional office environment with standard office equipment.

Cognitive Requirements

• Learning, thinking, and concentration abilities.
• Ability to exercise self-control and work in a customer relations environment.
• Attention to detail and ability to work as part of a team.
• Effective interaction with co-workers and customers, including self-control and diplomacy in customer and employee relations.
• Ability to exercise discretion and appropriate judgment.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.