Client Services Representative II - Bilingual Spanish Required
On-siteJacksonville, Florida, United States
Job Summary
Resolve routine client requests via inbound calls, chats, or emails by identifying needs, recommending fraud solutions, and delivering accurate account maintenance. Toggle between systems while reading frequent updates and learning materials to implement resolutions with speed and accuracy. Escalate items requiring risk review or exception handling through appropriate channels while ensuring compliance with industry regulations and financial controls. Handle difficult situations and objections using plain language to deepen relationships through digital solutions. Requires 1+ years of customer service experience, proficiency in English and Spanish, and ability to work 40 hours weekly including weekends and holidays.
Required Qualifications
- 1+ years of customer/client service experience, including experience handling difficult client situations
- Displays passion, integrity, commitment and drive to deliver a positive, differentiated service that improves our clients' financial lives
- Fully understands how life events can impact a client's financial situation and is prepared to actively advise solutions and analyze/resolve complex client problems through creative solutions
- Shows commitment to excellent attendance with proven reliability and can adhere to the agreed upon work schedule
- Dependable team-player attitude with an understanding that calls must be handled immediately, including weekends and holidays
- Communicates effectively and confidently with all clients to make their financial lives better
- Ability to engage with clients - begin a conversation, anticipate what questions a client will have, actively share information using plain language, build rapport and handle objections
- Comfortable receiving ongoing performance feedback and coaching
- Ability to learn and adapt to new information and technology platforms
- Minimum of an intermediate level of proficiency with computers and current technology
- Proficient in English and Spanish
- Must be able to work onsite in accordance with the workplace excellence policy
Desired Qualifications
- 1+ years of experience in the banking/financial industry
- 1+ years of experience working in a client service capacity
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