Bilingual (Spanish) Bank Call Center Representative
About The Position
Farm Bureau Bank is hiring a full-time, in-person Bilingual (Spanish) Bank Call Center Representative in the San Antonio, Texas area. The role provides customer support by voice, email, and chat, including answering questions and resolving requests and complaints related to new and existing accounts. Representatives create a welcoming customer experience, support banking transactions and account maintenance, make outbound courtesy calls, and assist customers with consumer and business vehicle loans and credit cards. The position also involves cross-selling bank products, supporting credit and loan growth goals, following bank procedures and federal regulations, identifying potential fraud or identity theft, and meeting Customer Care Team performance and quality standards. The schedule is rotating and must be flexible to cover the Bank’s hours of operation. Regular attendance is required. Farm Bureau Bank describes its work as supporting individuals connected to farming, ranching, agriculture, and rural communities that are often underserved by the banking industry.
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.
- Flexible availability during Farm Bureau Bank’s hours of operation.
Nice To Haves
- Some college work preferred.
Responsibilities
- Provide customers with accurate information by voice, email, or chat and resolve questions, complaints, inquiries, and requests concerning new and current accounts.
- Create a warm, welcoming impression on the phone by showing genuine interest in customers and helping them meet their financial needs.
- Cross-sell additional bank products and handle account opening and closing, customer servicing, stop payments, wire transfers, telephone transfers, check orders, special instructions, and basic account maintenance.
- Make outbound courtesy calls to notify, educate, and troubleshoot customer inquiries, including new account access, first payment defaults, CD renewals, and final large payments.
- Complete customer follow-ups requested by internal departments, including queue items.
- Stay aware of the 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, stay current on 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 and 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 the title perfection process.
- Meet Customer Care Team customer service quality assurance standards.
- Work flexibly during the Bank’s hours of operation, maintain regular attendance, and 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.
- Continuing education opportunities.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
