Bilingual Personal Banker I - Express Bank- ABQ

BOK Financial•Albuquerque, NM

19d

About The Position

The Personal Banker provides the best client experience possible for BOKF's clients. They are empowered and responsible for providing a superior experience on every interaction in a manner that builds a permanently engaged client. Interactions include providing answers or solutions on account activity, teller transactions, digital banking products, debit cards and a variety of other products or processes. The Personal Banker will be able to effectively and efficiently handle client interactions and exceed client expectations. In addition, they will provide a level of support that makes clients feel assured that their needs have been completely and accurately resolved. The Personal Banker may interact with clients in a variety of ways including in person, via phone and may utilize chat, email or other digital communication channels.

Requirements

This level of knowledge is normally acquired through completion of high school diploma or equivalent and a minimum of 1+ years of sales or customer service experience; a college degree is a plus or equivalent combination of education and experience.
Working knowledge of consumer financial products and services
Working knowledge of banking, retail sales operations and/or contact center operations including phone, email and chat support
Excellent verbal communication skills; effectively and courteously providing customer information, resolving issues and building relationships to gain information by asking appropriate questions
Excellent written communication skills demonstrated by professional etiquette, proper grammar and punctuation
Problem-solving and conflict resolution skills
Ability to follow established standards and use judgment to determine when appropriate to escalate
Strong basic math skills (addition, subtraction, multiplication, division) in order to reconcile accounts
Working PC application skills including word processing and spreadsheet packages and the ability to learn to use various internal company systems
Ability to complete multiple tasks at a time
Excellent interpersonal skills including sales and client relations skills, both in-person and via telephone
Detail oriented, high degree of accuracy
Ability to work in a fast-paced environment & under pressure, as needed

Responsibilities

You will deliver outstanding client experience by efficiently communicating with BOKF clients by answering inbound calls and/or chats, making follow-up outbound calls, and/or responding to chats, secure messages and other communications from BOKF clients.
You will demonstrate good decision making ability, mitigate risk, appropriately escalate appropriate concerns, and ensure BOKF's clients feel confident that we have addressed their need.
You will educate new and existing clients about bank services that provide additional convenience such as online banking, Bill Pay, E-Statements, and mobile and ATM deposit capabilities.
You will Confidently recommend a full range of consumer products and services such as deposit accounts, consumer loan products, digital banking, ATM and other self-service options to enable clients to reach their financial goals.
You will participate in professional development through training, engaging in self-improvement initiatives and skill-building activities to enhance product knowledge, systems knowledge, sales, and client relations skills. This will also be accomplished by actively participating in coaching and feedback sessions by setting goals and achieving results.

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