Bilingual Customer Support Specialist

Origin Bank • Ruston, LA

3d

About The Position

Resolves financial and non-financial customer inquiries; provides personalized service to meet or exceed clients' time and quality expectations; executes transactions promptly and accurately responds to client requests and inquiries by performing the following duties. Duties and Responsibilities include the following. Fluent in Spanish and English. Maintains service level standards established for Customer Support Staff to assure standardization and handles each call according to our service standards – call customer by name, offer additional assistance, thank them for their business, etc. Logs and supports all inbound calls as it relates to loans, deposits, online banking, cards, ACH, etc. Analyzes customer relationships to determine additional needs or products that best fit their needs; develops and strengthens customer relationships by offering products and services to customers and prospective customers. Processes transactions including account-to-account transfers, loan payments, maintenance and research requests. Processes customer requests such as check orders, Stop Payments, address changes and other customer information changes. Logs and processes maintenance requests such as ATM/Debit Cards, E-Banking, Mobile Banking and Telephone Banking. Logs and processes account errors, fraudulent transactions and miscellaneous disputes for deposit and loan accounts; logs Reg E Disputes and forwards to Account Services. Adds special instructions, notes and customer comments to accounts. Handles rate inquiries for deposits. Uses “Product Profiles” to handle various requests for all account types and services. Provides customer assistance with Consumer Electronic Banking (CeB) as it relates to password resets, log in issues, and basic system navigation. Provides customer support for CeB & BeB Mobile banking and mobile remote deposit. Provides backup support to switchboard. Gains clear understanding of bank's service policies, systems and legal compliance regulations, as well as products and services. Keeps equipment operational by following established procedures; reporting malfunctions. Updates job knowledge by participating in educational opportunities. Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments

Requirements

• Fluent in Spanish and English
• High school diploma or general education degree (GED)
• six months to one year customer service, call center, sales or banking experience

Responsibilities

• Resolves financial and non-financial customer inquiries
• Provides personalized service to meet or exceed clients' time and quality expectations
• Executes transactions promptly and accurately
• Responds to client requests and inquiries
• Maintains service level standards
• Logs and supports all inbound calls as it relates to loans, deposits, online banking, cards, ACH, etc
• Analyzes customer relationships to determine additional needs or products that best fit their needs
• Develops and strengthens customer relationships by offering products and services to customers and prospective customers
• Processes transactions including account-to-account transfers, loan payments, maintenance and research requests
• Processes customer requests such as check orders, Stop Payments, address changes and other customer information changes
• Logs and processes maintenance requests such as ATM/Debit Cards, E-Banking, Mobile Banking and Telephone Banking
• Logs and processes account errors, fraudulent transactions and miscellaneous disputes for deposit and loan accounts; logs Reg E Disputes and forwards to Account Services
• Adds special instructions, notes and customer comments to accounts
• Handles rate inquiries for deposits
• Uses “Product Profiles” to handle various requests for all account types and services
• Provides customer assistance with Consumer Electronic Banking (CeB) as it relates to password resets, log in issues, and basic system navigation
• Provides customer support for CeB & BeB Mobile banking and mobile remote deposit
• Provides backup support to switchboard
• Gains clear understanding of bank's service policies, systems and legal compliance regulations, as well as products and services
• Keeps equipment operational by following established procedures; reporting malfunctions
• Updates job knowledge by participating in educational opportunities
• Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 501-1,000 employees