Contact Center Rep I - Bilingual

FIRST STATE BANK•Gainesville, TX

2d•Onsite

About The Position

The Contact Center Rep I - Bilingual position delivers superior customer service by handling incoming customer calls. The role aims to resolve customer issues on the first point of contact in most cases, increasing efficiency and the level of service provided to customers and the community. Employees are expected to perform their responsibilities in accordance with First State Bank’s guiding principles: Genuinely Care, Trust, Relentless Improvement, and Accountability. The representative provides courteous, professional support while following bank policies, procedures, communication workflows, authentication requirements, and call-quality standards. The role also involves recording calls in contact center programs and guiding customers through electronic channels for account information and product offerings. The position is located at the Corporate location in Gainesville, Texas, and is full time.

Requirements

Excellent interpersonal, verbal, and written communication skills, along with active listening ability.
Display a professional, positive, and enthusiastic attitude.
Customer focus and adaptability to different personality types.
Ability to multitask and stay calm under pressure.
Knowledge of customer and personal service principles and processes, including needs assessment, quality standards, and customer satisfaction evaluation.
Knowledge of English language structure and content, including word meaning and spelling, composition, and grammar.
Knowledge of Spanish language structure and content, including word meaning and spelling, composition, and grammar.
Knowledge of basic mathematics.

Nice To Haves

Customer service experience is preferred.
Familiarity with Customer Relationship Management systems and practices is preferred.

Responsibilities

Provide exemplary customer service while adhering to bank policies and procedures.
Manage large amounts of inbound calls in a timely manner.
Identify customer needs, clarify information, and provide solutions or alternatives.
Follow established communication workflows when answering questions or resolving issues.
Build sustainable relationships with customers by going the extra mile in customer service.
Follow customer authentication and call quality standards.
Keep records of all calls received using contact center programs.
Guide customers through electronic channels for accessing account information and product offerings.
Use critical thinking to remain solution-focused and recognize the big picture.
Perform other duties as assigned.