Bilingual Personal Banker - Express Bank

BOK Financial•Albuquerque, NM

13d

About The Position

The Bilingual Personal Banker provides an excellent client experience by resolving questions and needs involving account activity, teller transactions, digital banking, debit cards, and other products or processes. The role handles client interactions efficiently and accurately, helping clients feel confident that their needs have been addressed. Clients may be assisted in person, by phone, 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 posting also describes an industry-leading nine-week program involving virtual instruction, self-paced eLearning, on-the-job training, skill application exercises, and guidance from a dedicated success team. Initial training hours may differ from regular hours, and training may take place at a different location before permanent branch assignment. The role supports long-term client relationships and growth by educating clients about banking services, recommending consumer products, and developing product, systems, sales, and client-relations skills through training, coaching, and feedback.

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 the minimum language requirements in the designated second language.
Working knowledge of consumer financial products and services.
Working knowledge of banking, retail sales operations, or contact center operations, including phone, email, and chat support.
Strong verbal communication skills for providing information courteously, resolving issues, building relationships, 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, for reconciling accounts.
Working PC skills with word-processing and spreadsheet packages, and ability to learn internal company systems.
Ability to manage multiple tasks at a time.
Strong interpersonal, sales, and client-relations skills, both in person and by telephone.
Detail-oriented with a high degree of accuracy.
Ability to work in a fast-paced environment and under pressure as needed.

Nice To Haves

College degree.

Responsibilities

Deliver outstanding client service by answering inbound calls and chats, making follow-up outbound calls, and responding to secure messages and other client communications.
Resolve client questions about account activity, teller transactions, digital banking products, debit cards, and other products or processes.
Use sound judgment, mitigate risk, escalate concerns appropriately, and ensure client needs are 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, self-improvement, and skill-building activities.
Engage in coaching and feedback sessions, set goals, and work toward achieving results.