Bilingual (Spanish) Bank Call Center Representative
About The Position
Farm Bureau Bank is hiring a bilingual Spanish-English Bank Call Center Representative for an in-person role in the San Antonio, Texas area. The role provides customer support through voice, email, and chat, responding to questions and resolving customer complaints, inquiries, and requests related to new and existing accounts. Representatives are expected to create a welcoming customer experience and help customers address their financial needs. The position includes account servicing and maintenance, processing transactions and requests, cross-selling bank products, and making outbound courtesy calls. Representatives also support consumer and business vehicle loan and credit card applications, identify potential fraud or identity theft, coordinate with underwriting, and help customers understand state-specific title requirements and the title-perfection process. The role requires following bank procedures and federal regulations, staying informed about products and services, meeting customer-service and performance standards, and working flexibly during the Bank’s hours of operation. Regular attendance is required.
Requirements
- High school diploma or GED.
- Two years of customer service or call center experience.
- At least six months of banking experience, or three months of experience with Farm Bureau Bank.
- Exceptional customer service skills.
- Proficient computer skills.
- Verbal and written communication skills in both Spanish and English.
Nice To Haves
- Some college work is preferred.
Responsibilities
- Provide accurate information and resolve customer questions, complaints, inquiries, and requests through voice, email, or chat.
- Create a warm and welcoming impression by showing genuine interest in customers and their financial needs.
- Cross-sell additional bank products and service accounts, including opening and closing accounts, processing stop payments, wire transfers and telephone transfers, placing check orders, processing special instructions, and performing basic account maintenance.
- Make outbound customer courtesy calls to notify, educate, and troubleshoot matters such as new account access, first payment defaults, CD renewals, and final large payments.
- Complete customer follow-ups requested by other internal departments, including queue items.
- Stay aware of Farm Bureau Bank’s key performance indicators and assist with credit and loan growth sales goals.
- Follow bank procedures and applicable federal regulations.
- Maintain working knowledge of the Bank’s products and services, keep current with product updates, and seek assistance for further development when needed.
- Pursue personal development, achieve job proficiency, and meet performance goals set by the Customer Care Team.
- Maintain familiarity with the consumer and business vehicle loan and credit card processes.
- Report signs of application fraud or identity theft.
- Gather required customer information, submit applications, and notify underwriting of potential risks to the Bank.
- Apply basic knowledge of state title requirements, review loan accounts to identify information needed for title work, and educate customers about title perfection.
- Meet Customer Care Team customer-service quality assurance standards.
- Work flexibly during Farm Bureau Bank’s hours of operation and maintain regular attendance.
- Perform other duties as assigned.
Benefits
- Affordable medical, dental, and vision coverage.
- 401(k) with employer match up to 5%.
- Paid volunteer hours.
- Accrued paid time off (PTO) and paid holidays.
- Company-paid life insurance and long-term disability coverage.
- Continuing education opportunities.
- Competitive compensation.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
