Bilingual Personal Banker - Express Bank

BOK Financial•Albuquerque, NM

13d

About The Position

The Bilingual Personal Banker provides BOKF clients with a superior experience across interactions involving account activity, teller transactions, digital banking products, debit cards, and other banking products and processes. The role resolves client needs accurately and efficiently, helping build lasting client engagement. Interactions may take place in person, by phone, through chat, email, secure messages, or other digital channels. New employees participate in a comprehensive Banking Navigator training program during their first eight weeks of employment. The broader program description characterizes it as a nine-week program featuring virtual facilitation, self-paced eLearning, on-the-job training, skill application exercises, and guidance from a dedicated success team. The initial training schedule may differ from regular hours, and training may take place at a different location before permanent branch assignment. The position also involves educating clients about convenient banking services and confidently recommending consumer products and services that can help clients reach their financial goals. Ongoing professional development includes training, self-improvement and skill-building activities, and participation in coaching and feedback sessions.

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.
Strong verbal communication skills, including courteous customer service, issue resolution, relationship-building, and asking appropriate questions.
Strong 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 concerns.
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.
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

College degree.

Responsibilities

Communicate with clients through inbound calls and/or chats, follow-up outbound calls, secure messages, and other communication channels.
Provide answers and solutions concerning account activity, teller transactions, digital banking products, debit cards, and other banking products or processes.
Use sound judgment, mitigate risk, escalate concerns appropriately, and ensure clients feel their needs have been addressed.
Educate new and existing clients about online banking, Bill Pay, E-Statements, mobile deposits, ATM deposits, and other convenient services.
Recommend consumer products and services, including deposit accounts, consumer loans, digital banking, ATMs, and other self-service options.
Participate in professional development, training, skill-building activities, and coaching and feedback sessions; set goals and work toward results.