This position is primarily responsible for providing superior customer service to both our Spanish-speaking and English-speaking customers through inbound calls. In addition, this position is responsible for providing one call resolution to our Customers to ensure a fair and timely solution to each Customer that contacts us.
Essential Job Functions & Responsibilities
This list of duties and responsibilities is not intended to be a complete list of all the duties and responsibilities performed by incumbents. Duties, responsibilities and expectations may be added, deleted or modified at any time at the discretion of the supervisor.
Effectively manage inbound call volume to meet department service level requirements. This will include both English and Spanish phone calls.
Review Customer account information to ensure accuracy of their information and to reduce risk to both the Customer and the Bank
Resolve any Customer issues identified during the call, ensuring the resolution is one which benefits both the Customer and the Bank wherever possible
Consistently provide outstanding customer service by meeting/exceeding defined quality metrics
Other duties as assigned
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Ability to negotiate persuasively to produce positive outcomes.
Ability to effectively listen and respond to customers' needs.
Ability to demonstrate a strong desire to satisfy one's internal and external customers by displaying superior customer services skills.
Ability to demonstrate corporate responsibility by living our core values - Superior Customer Service, Integrity, Respect, Hard Work, and Long Term Commitment.
Ability to effectively convey and receive ideas, information, and directions.
Ability to speak appropriately and honestly.
Ability to build and maintain work relationships and contacts needed to effectively address issues and obstacles.
Ability to demonstrate high personal and professional standards in performance.
Ability to recognize and respond to feedback on strengths and opportunities.
Ability to take personal ownership for self-development.
Ability to focus on speed and set the right priorities without compromising accuracy.
Ability to customize work style according to the task.
Ability to adapt to the needs of the business.
Ability to demonstrate a high degree of business professional behaviors including punctuality, attendance, responsiveness, and dependability.
Required Level of Education
High School Diploma or equivalent
Required Minimum Years of Experience
Minimum one year experience in Customer Service, preferably in a Retail Banking environment
Additional Required Skills, Knowledge, Abilities
Proficiency in Microsoft Office applications
Fluent in English and Spanish, with the ability to write professionally in both languages
Required Licenses, Certificates, or Registrations
The education, experience, knowledge, skills, and abilities listed below are valued, but not required to perform this job successfully.
Preferred Education & Experience
Associates Degree or two years of Retail Banking experience
Preferred Knowledge, Abilities, Licenses, Certificates, or Registrations
High demonstrated proficiency in Microsoft Office applications
Physical Demands & Work Environment
The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Adjust Focus - Ability to adjust the eye to bring an object into sharp focus (i.e. shifts gaze from viewing a computer monitor to compare data at close vision).
The employee in this position will be required to: regularly (more than 2/3 of time) sit, use hands, talk, hear ; and occasionally (less than 1/3 of time) stand, walk, reach with hands and arms, lift and/or move up to 10 pounds, lift and/or move up to 25 pounds.
Noise Level: Moderate - less than 85 decibels (i.e. business office with computers and printers, light traffic, riding in truck, receptionist area)
Exceptional Employee Benefits
Medical, Dental, Vision, and Prescription Drug Coverage
Flexible Spending Accounts
Life Insurance & Accidental Coverage
Short-Term Disability Coverage
Long-Term Disability Coverage
Paid-Time Off & Company Paid Holidays (Salary and Hourly employees only)
Retirement Plans – 401k
Employee Discounted Loan Rates
Tuition Reimbursement Program
Employee Assistance Program (EAP)
Employee Referral Bonus
Adoption Assistance program
Women, minorities, veterans and disabled workers are strongly encouraged to apply.