Bilingual Personal Banker - Express Bank

BOK Financial • Albuquerque, NM

16d

About The Position

The Bilingual Personal Banker delivers a superior client experience for BOKF clients, resolving questions and needs related to account activity, teller transactions, digital banking, debit cards, and other products and processes. The role handles client interactions efficiently and accurately, helping clients feel assured that their needs have been addressed. Interactions may take place in person, by phone, chat, email, secure message, or other digital channels.

The position includes participation in a comprehensive Banking Navigator training program during the initial weeks of employment. Training may include 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. The role also involves ongoing professional development, coaching, and skill-building.

Requirements

• High school diploma or equivalent, with 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, customer service, issue resolution, and relationship-building skills.
• 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 concerns.
• Basic math skills to reconcile accounts.
• Working PC application skills, including word processing and spreadsheets, and ability to learn internal systems.
• Ability to manage multiple tasks, work in a fast-paced environment under pressure, and maintain accuracy and attention to detail.
• Strong interpersonal, sales, and client-relations skills in person and by telephone.

Nice To Haves

• A college degree.

Responsibilities

• Deliver outstanding client experiences through inbound calls and chats, follow-up outbound calls, secure messages, and other communications.
• Use sound judgment, mitigate risk, escalate concerns appropriately, and ensure client needs are addressed.
• Educate clients about convenient banking 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 training, coaching, feedback, self-improvement, and skill-building activities to improve product, systems, sales, and client-relations knowledge.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED