Bilingual Personal Banker - Express Bank

BOK Financial•Albuquerque, NM

14d

About The Position

The Bilingual Personal Banker provides a high-quality 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 efficiently and accurately, with the goal of exceeding expectations and ensuring clients feel confident that their needs have been addressed. Interactions may take place in person, by phone, chat, email, secure message, or other digital channels. New employees participate in a comprehensive training program during their first eight weeks of employment. The company also describes a nine-week Banking Navigator program that includes virtual facilitation, 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 includes educating clients about convenient banking services and recommending consumer products and services that can help clients meet their financial goals. Employees are expected to use sound judgment, manage risk, escalate concerns appropriately, and develop their product, systems, sales, and client relations skills through training, coaching, feedback, and self-improvement initiatives.

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.
Strong verbal communication skills, including courteously providing information, 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 to reconcile accounts.
Working PC skills, including word processing and spreadsheet packages, and ability to learn internal company systems.
Ability to handle 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

A college degree.

Responsibilities

Communicate with clients through inbound calls and chats, follow-up outbound calls, secure messages, and other communication channels.
Resolve client questions and needs involving account activity, teller transactions, digital banking products, debit cards, and other banking products or processes.
Make sound decisions, mitigate risk, escalate concerns appropriately, and ensure clients feel confident their needs have been addressed.
Educate new and existing clients about online banking, Bill Pay, E-Statements, mobile deposits, ATM deposits, and other convenient banking 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 to strengthen product, systems, sales, and client relations knowledge.
Participate in coaching and feedback sessions, set goals, and work toward achieving results.