Customer Support Specialist I: Bilingual
On-siteGreensboro, North Carolina, United States or Wilmington, North Carolina, United States
Job Summary
Answer all retail and some basic commercial customer phone call inquiries in Spanish, including account, loan, and payment reversal requests. Process account transactions such as payments, transfers, and stop payments. Assist customers with Telephone Banking, Online Banking, and Debit Card inquiries, covering password resets, system training, mobile deposit enrollment, bill pay, and card activations. Research and respond to secure and unsecure customer messages. Identify cross-sell opportunities and refer them to senior specialists. Provide Service Excellence to external and internal customers while adhering to all corporate policies, federal regulations, and bank-wide changes. Complete assigned training and annual compliance courses.
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 required
- Intermediate knowledge of Bank operations, products and services; related state and federal laws and regulations, and 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 with the 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 is required
- 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
- Must be able to pay close attention to detail
- Must have the ability to interact effectively with co-workers and customers
- Must have the ability to exercise discretion as well as appropriate judgments when necessary
Desired Qualifications
- Additional preferred skills include customer service, product knowledge, quality focus, problem solving, documentation skills, listening, phone skills, conflict resolution, information analysis, and multi-tasking
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