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, and support for Online Banking (Retail and basic Business), Bankcard, Mobile Deposit, and Bill Pay products.

In addition to service support, the role involves identifying and referring potential cross-sell opportunities to senior specialists. The position requires handling confidential information in a fast-paced environment and serving customers across multiple states.

Responsibilities

• Specialize in assisting Spanish-speaking callers in Spanish.
• Answer retail and basic commercial customer 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 for associates and customers.
• Stay current on all new and existing bank products and communicate changes to customers.
• Provide and promote Service Excellence to all external and internal customers.
• Complete assigned training and annual compliance courses.
• Adhere to corporate policies, procedures, and federal/state regulations, including the Bank Secrecy Act and Anti-Money Laundering Act.
• Perform other duties as required.

Requirements

• High school diploma or GED; equivalent combination of education and experience is acceptable.
• 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, and related state/federal laws and regulations.
• Excellent organizational and time management skills.
• Ability to work with minimal supervision and prioritize work.
• Intermediate computer skills, including:
  • Mainframe computer systems
  • Word processing and spreadsheets
  • Web-based and specialty software programs
• Exceptional verbal, written, and interpersonal communication skills.
• Active listening skills to solve customer inquiries.
• Preferred additional skills:
  • Customer service
  • Product knowledge
  • Quality focus
  • Problem-solving
  • Documentation skills
  • Phone skills
  • Conflict resolution
  • Information analysis
  • Multi-tasking

Physical Demands & Work Environment

• Requires vision, hearing, speech, and dexterity.
• Must have the 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.
• Valid driver’s license required.

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 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.