Bilingual Consumer Contact Professional I

About the Role

• Handles telephone calls providing outstanding customer service using English and Spanish languages.
• Answers customer questions and solves problems using available information.
• Educates customers about Bank products and services.
• Up-sells and cross-sells products based on customer needs.
• Responsible and accountable for risk, following policies and procedures.
• Ensures actions and behaviors drive a positive customer experience.
• Identifies, assesses, manages, monitors, and reports risks.

Key Responsibilities

• Handles customer calls in a professional, courteous manner, using English and Spanish languages.
• Provides accurate information and explains products and policies clearly.
• Handles complex customer inquiries within areas of expertise.
• Aims to resolve customer issues during the initial call, minimizing transfers.
• Follows up within committed timeframes when necessary.
• Educates and converts customers to different or additional self-service channels.
• Offers more cost-effective service channels.
• Follows departmental policies and procedures, particularly regarding customer confidentiality.
• Accurately enters or confirms customer information and completes request forms.
• Effectively uses computer systems for tracking, information gathering, and troubleshooting.
• Suggests improvements to processes and policies to enhance productivity or customer satisfaction.
• Continually learns and develops knowledge of Bank products and services.
• Performs any other assigned duties.

Requirements & Tech Stack

• Data entry and basic computer skills.
• Ability to understand and respond to customer inquiries in one or multiple product categories.
• Excellent customer service skills.
• Ability to articulate and explain information clearly.
• Excellent telephone communication skills.
• Ability and willingness to learn about Bank products and services.
• Good problem-solving skills.

Qualifications

• High school education or equivalent.
• Fluent in English and Spanish languages.
• Previous customer service or call center experience is preferred.