Bilingual Personal Banker - Express Bank

BOK Financial•Albuquerque, NM

13d

About The Position

The Bilingual Personal Banker provides an excellent client experience across interactions that may take place in person, by phone, chat, email, secure message, or other digital channels. The role helps clients with account activity, teller transactions, digital banking, debit cards, and other banking products and processes, ensuring that their needs are resolved accurately and completely. The position also involves educating clients about available services and recommending consumer products that may help them reach their financial goals. New employees participate in a comprehensive training program during their first eight weeks of employment. The posting also describes BOK Financial’s nine-week Banking Navigator program, which combines virtual instruction, self-paced eLearning, on-the-job training, and skill-application exercises with 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.

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, and/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 matters.
Basic math skills sufficient to reconcile accounts.
Working PC application skills, including word processing and spreadsheet packages, and ability to learn internal company systems.
Ability to handle multiple tasks at once.
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

Deliver an outstanding client experience by responding to inbound calls and chats, making follow-up outbound calls, and replying to secure messages and other client 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, ATM services, 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 actively in coaching and feedback sessions, set goals, and work toward achieving results.