Client Services Representative II - Bilingual Spanish Required
HybridJacksonville, Florida, United States
Job Summary
Resolve routine client requests via calls, chats, or emails in an inbound contact center, ensuring accuracy while multitasking between systems to deliver seamless service. Identify client needs and recommend solutions, particularly when fraud is detected, and record all interaction data accurately. Escalate items requiring risk review or exception handling through appropriate channels while reading frequent updates and learning materials during calls. Comply with industry regulations, bank procedures, and financial controls. Provide account maintenance and advise on how life events impact financial situations using digital solutions. This bilingual role requires immediate handling of calls, including weekends and holidays, with a focus on building rapport and handling objections.
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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