Bilingual-English and Spanish Customer Service Representative at INDEPENDENT BANK

Memphis, Tennessee, United States -

Full Time

Start Date

Immediate

Expiry Date

15 Sep, 26

Salary

0.0

Posted On

17 Jun, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Bilingual English and Spanish, Customer Service, Contact Center Operations, Telephone Etiquette, Verbal Communication, Written Communication, Time Management, Microsoft Office, Online Banking, Conflict Resolution, Cross-cultural Communication, Cross-selling

Industry

Banking

Description

Description JOB SUMMARY The Bilingual (English and Spanish) customer service representative is responsible for working in the Customer Service Department and Contact Center and answering in-bound customer calls and digital communications and making out-bound customer and marketing calls and digital communications. Supports customer service operations by managing contacts and completing corresponding administrative activities. REQUIREMENTS · Bilingual: English and Spanish · High School Diploma or equivalent · Previous bank experience preferred · Previous customer and/or contact center experience preferred · Excellent telephone etiquette and listening skills · Excellent verbal and written communication skills · Ability to prioritize in a fast-paced, high-volume environment with minimal supervision · Effective time-management skills · Knowledge of computer systems used to access various pieces of information, including effective knowledge of Microsoft Office and online banking PRIMARY DUTIES Duties will vary dependent upon section assigned in the contact center. Duties may include, but are not limited to: · Receive and respond to a high volume of telephone inquiries from internal and/or external customers · Respond promptly to any questions or comments, voice mails, correspondence, chats, and emails · Follow-through on customer inquiries, requests or complaints; resolve issues promptly; place follow-up telephone calls to customers as necessary · Demonstrate understanding and appreciation of customer priorities and seek out long-term benefits to the customer. Evaluate information and take responsibility to solve customer's problems · Build customer loyalty by establishing rapport with customers. Respond to customers in a tactful and responsive manner · Handle irate or difficult customers appropriately; see issues from their point of view · When appropriate, take ownership of conversations as appropriate rather than referring issues to another unit or supervisor · Convey information to customers in a clear, logical and easy to understand manner. Adjust communication style and tailor content to customers and others to ensure understanding · Demonstrate understanding of the potential problems of cross-cultural communication · Summarize outcome of discussion with customers to ensure that all requests or problems have been addressed · Ensure procedures for completing work tasks are carefully followed. Perform work tasks with a focus on quality and attention to detail. Follow through on work commitments · Develop a daily planning system; prioritize important or urgent tasks. Plan the best use of time by using time-management tools · Identify the need for and collect information to better understand issues, problems and opportunities; make necessary contacts to obtain information. Include others in decision-making process, as warranted, to obtain good information. Make the most appropriate decision · Model team commitment by adhering to the team’s expectations and guidelines and fulfilling personal responsibilities to the team · Identify sales opportunities. Evaluate a customer’s current relationship and business objectives to effectively recommend additional products or services. Proactively suggest products or services that meet the customer’s needs. Identify and cross-sell other bank products or services Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

Responsibilities

Manage inbound and outbound customer communications via phone and digital channels to resolve inquiries and complaints. Identify sales opportunities to recommend additional bank products and services to customers.