Bilingual Contact Center Representative, Spanish
Centreville Bank
full-time
Posted on:
Location Type: Office
Location: West Warwick • Rhode Island • United States
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Job Level
About the role
- Perform bank transactions through various modes including but not limited to phones, mail, and video
- Work in a fast-paced, changing environment that requires accuracy, multi-tasking, and communicating resolutions in an efficient manner
- Display passion, commitment and drive to deliver an experience that improves our customers financial lives
- Ability to engage with customers and seek to understand their needs while actively sharing options using plain language
- Aptitude to build rapport and handle objections with diverse demographics
- Knowledgeable about all Bank products and services
- Research problems and provide customers with resolutions within established timeframes
- Partner with various operational support staff in the reconciliation of customer problems while attempting to limit future occurrences
- Navigate multiple computer systems while interacting with the customer
- Respond efficiently and accurately to callers, explaining possible solutions, and ensuring that customers feel supported and valued
- Resolve problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems to the proper departments
- Maintain current knowledge and consistent compliance with regulations, bank policies and procedures related to position including but not limited to Bank Secrecy Act (BSA) and Office of Foreign Assets Control (OFAC)
- Perform other duties as assigned by direct manager and other departments as needed
Requirements
- Fluent in Spanish (Oral & Written)
- 1+ years of customer service experience required; experience effectively resolving difficult customer situations is preferred
- Experience in banking strongly preferred
- Strong written and verbal communication skills
- Demonstrated ability of strong problem-solving skills and strong organizational skills with attention to detail
- Ability to multi-task, set priorities and manage time effectively
- Experience addressing and resolving complex customer issues
- Ability to work overtime and Saturdays as needed
- Ability to navigate multiple computer systems, applications and utilize search tools to find information
Benefits
- medical and dental coverage
- life insurance
- disability insurance
- 401(k) plan
- paid time off
- holidays
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer serviceproblem-solvingmulti-taskingtime managementbanking knowledgeregulatory complianceBank Secrecy Act (BSA)Office of Foreign Assets Control (OFAC)Spanish fluency
Soft Skills
communicationorganizational skillsattention to detailrapport buildingobjection handlingadaptabilitypassioncommitmentdrive