Customer Support Specialist I: Bilingual
On-siteGreensboro, North Carolina, United States or Wilmington, North Carolina, United States
Job Summary
Answer all retail and basic commercial customer inquiries via inbound telephone calls, email, chat, and secure messages, providing first-call resolution for Online Banking, Bankcard, and Bill Pay products. Process account transactions including payments, transfers, stop payments, and telephone transfer requests while assisting with password resets, system training, and troubleshooting. Identify cross-sell opportunities and refer them to senior specialists. Research and respond to secure and unsecure customer messages, completing annual compliance courses and adhering to all corporate policies and federal regulations. Maintain current knowledge of bank-wide product changes to communicate impacts effectively.
Required Qualifications
- High school diploma or general education degree (GED); or the equivalent combination of education and experience
- Work related experience should consist of duties in a business environment
- Educational experience, through in-house training sessions, formal school or financial industry related curriculum, should be business, financial industry or branch banking related
- Excellent verbal and written communication skills in both English and Spanish
- Intermediate knowledge of Bank operations, products and services
- related state and federal laws and regulations
- other Bank operational policies and procedures
- Excellent organizational and time management skills
- Ability to work with minimal supervision
- Ability to prioritize work and responses to customers
- Intermediate skills in computer terminal and personal computer operation
- mainframe computer system
- word processing, spreadsheets, web-based programs and specialty software programs
- Exceptional verbal, written and interpersonal communication skills
- ability to apply common sense to carry out instructions
- Application of Active Listening to effect problem solving for customer inquiries
- A valid driver's license
- Must have the ability to stand, walk, sit and use hands and fingers
- Must have the ability to work the hours and days required to complete the essential functions of the position, as scheduled
- Learning
- thinking
- concentration
- ability to exercise self-control
- ability to work in a customer relations' environment
- Must be able to pay close attention to detail
- Must have the ability to work as a member of a team
- Must have the ability to interact effectively with co-workers and customers
- exercise self-control and diplomacy in customer and employee relations' situations
- Must have the ability to exercise discretion as well as appropriate judgments when necessary
Desired Qualifications
- customer service
- product knowledge
- quality focus
- problem solving
- documentation skills
- listening
- phone skills
- conflict resolution
- information analysis
- multi-tasking
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