Contact Center Representative - Bilingual in Spanish and English

FirstBank Career•Lakewood, CO

5d•$20

About The Position

Founded in 1963, FirstBank is Colorado's largest locally owned holding company and we are still growing, serving customers in Colorado and Arizona. Our growth can be attributed to one simple philosophy: do right by customers, communities, and employees, which is at the center of the company’s “banking for good” mantra. FirstBank believes that diversity, equity, and inclusion are part of everything we do, both within and outside our company, and we take pride in hiring and training a diverse and talented group. We strive to not only maintain a diverse workforce, but also ensure our employee experience garners a sense of belonging, is inclusive and equitable. FirstBank believes that a company is nothing without the people that comprise it. By joining the FirstBank team you will experience our great team culture with ample opportunity for growth. There’s an opportunity for everyone with positions across the company, from Personal Banker and Call Center to Technology and Lending. Apply today to learn more and join the team! A Brief Overview The Contact Center Representative works in a fast-paced call center atmosphere focusing on either general customer service or online banking support for a variety of consumer and commercial customers. The Representative assists customers in an efficient, friendly and professional manner with a complex array of banking questions, general inquiries, or complaints over the telephone and/or various communication channels. This position develops and maintains a general working knowledge of all FirstBank products and services offered to assist customers with general troubleshooting and inquires.

Requirements

Entry-level job with little or no prior relevant work experience in the function
Must be fluent in Spanish and English

Nice To Haves

Previous customer service experience
Working knowledge of call center environment
General knowledge of all FirstBank products and services
Good verbal and written communication skills
Ability to solve general problems
Ability to work in a fast paced team environment
General understanding of FBSS departments and branch operations

Responsibilities

Provide an exceptional customer service experience and actively ensure customer satisfaction
Assist customers with general and/or complex banking inquiries related to FirstBank's products and services over the phone
Develop and maintain a general working knowledge of all bank products and services
Research customer issues and concerns across various products and services to pinpoint logical resolutions
Achieve a general understanding of fraud trends occurring to identify and mitigate possible fraud attempts
Meet individual and department service level objectives
Assist customers with general troubleshooting for FirstBank products and services
Navigate seamlessly between multiple FirstBank programs and systems while aiding customers
Collaborate with other FBSS departments and branch operations in order to properly assist customers
Perform other job duties and projects as assigned
Understand and comply with all provisions of the Safety in the Workplace policy