Bilingual Personal Banker - Express Bank

BOK Financial•Albuquerque, NM

16d

About The Position

The Bilingual Personal Banker provides BOKF clients with a high-quality experience across in-person, phone, chat, email, and other digital interactions. The role handles questions and solutions involving account activity, teller transactions, digital banking, debit cards, and other products and processes, ensuring client needs are resolved accurately and completely. The position also supports long-term client engagement and growth by recommending consumer products and services. New employees participate in a comprehensive Banking Navigator training program. The posting describes a nine-week program featuring virtual instruction, self-paced eLearning, on-the-job training, skill application exercises, and guidance from a dedicated success team; it also states that employees participate in comprehensive training during their first eight weeks. Initial training hours may differ from regular hours, and training may take place at a location other than the employee’s permanent branch.

Requirements

High school diploma or equivalent, and at least one year of sales or customer service experience, or an equivalent combination of education and experience.
Meet minimum language requirements in the designated second language.
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, including courteous information delivery, issue resolution, relationship building, and asking appropriate questions.
Excellent written communication skills, including professional etiquette, grammar, and punctuation.
Problem-solving and conflict-resolution skills.
Ability to follow established standards and use judgment to determine when to escalate.
Basic math skills to reconcile accounts.
Working PC application skills, including word processing and spreadsheet packages, and ability to learn internal company systems.
Ability to manage multiple tasks simultaneously.
Strong interpersonal, sales, and client-relations skills, in person and by telephone.
Attention to detail and a high degree of accuracy.
Ability to work in a fast-paced environment and under pressure as needed.

Nice To Haves

A college degree.

Responsibilities

Deliver a strong client experience by responding to inbound calls and chats, making follow-up outbound calls, and replying to secure messages and other client communications.
Use sound judgment, mitigate risk, escalate concerns appropriately, and ensure clients feel confident that their needs have been addressed.
Educate new and existing clients about convenient banking services, including online banking, Bill Pay, E-Statements, and mobile and ATM deposit capabilities.
Recommend consumer products and services, including deposit accounts, consumer loans, digital banking, ATM services, and other self-service options.
Participate in training, self-improvement, and skill-building activities to improve product knowledge, systems knowledge, sales skills, and client relations.
Participate actively in coaching and feedback sessions, set goals, and work toward achieving results.