Bilingual Personal Banker - Express Bank

BOK Financial•Albuquerque, NM

16d

About The Position

The Bilingual Personal Banker provides an excellent client experience by resolving questions and needs related to account activity, teller transactions, digital banking, debit cards, and other products or processes. The role handles client interactions accurately and efficiently, helping clients feel confident that their needs have been fully addressed. Communication may take place in person, by phone, chat, email, secure message, or other digital channels. New employees participate in a comprehensive Banking Navigator training program during their first eight weeks of employment. Training includes virtual facilitation, self-paced eLearning, on-the-job training, and skill application exercises. The initial training schedule may differ from regular hours, and training may take place at a different location before permanent branch assignment.

Requirements

High school diploma or equivalent.
At least 1 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 for providing information courteously, resolving issues, building relationships, 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, 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, in person and by telephone.
Detail orientation 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 secure messages and other client communications.
Use sound judgment, mitigate risk, escalate concerns appropriately, and ensure client needs are addressed.
Educate new and existing clients about convenient bank services, including online banking, Bill Pay, E-Statements, mobile deposits, and ATM deposits.
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 to strengthen product, systems, sales, and client relations knowledge.
Participate in coaching and feedback sessions, set goals, and work toward achieving results.