Bilingual Personal Banker - Express Bank

BOK Financial•Albuquerque, NM

16d

About The Position

The Bilingual Personal Banker provides BOKF clients with a high-quality, efficient, and reassuring service experience across in-person, phone, chat, email, secure messages, and other digital channels. The role handles questions and resolutions involving account activity, teller transactions, digital banking, debit cards, and other products and processes, with the goal of resolving client needs accurately and building lasting client relationships. The position includes a structured Banking Navigator training program, described as a nine-week program with virtual facilitation, self-paced eLearning, on-the-job training, and skill-application exercises. The posting also states that employees participate in a comprehensive training program during their first eight weeks. Training hours may differ from regular hours, and training may take place at another location before permanent branch assignment. The banker helps clients use convenient banking services, recommends consumer products and services, and develops product, systems, sales, and client-relations knowledge through training, coaching, feedback, and self-improvement activities.

Requirements

High school diploma or equivalent and at least 1 year of sales or customer service experience, or an equivalent combination of education and experience.
Meet the 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 the ability to provide information courteously, resolve issues, build relationships, and ask 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 matters.
Strong basic math skills, including addition, subtraction, multiplication, and division, 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 at a time.
Excellent interpersonal, sales, and client-relations skills, both 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 an outstanding client experience by answering inbound calls and chats, making follow-up outbound calls, and responding to client chats, secure messages, and other 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 services such as online banking, Bill Pay, E-Statements, and mobile and ATM deposit capabilities.
Recommend consumer products and services, including deposit accounts, consumer loans, digital banking, ATMs, and other self-service options, to help clients pursue their financial goals.
Participate in professional development, training, skill-building, coaching, and feedback activities to improve product and systems knowledge, sales, and client-relations skills.