Customer Contact Center Specialist I - Bilingual

Simmons Bank•Union City, TN

14h•Onsite

About The Position

This role is for a Customer Contact Center Specialist I - Bilingual who is passionate about helping people achieve financial peace of mind. The position operates in a fast-paced, multi-dimensional work environment with the opportunity for additional monthly incentive pay and promotion based on defined quality, training, and production goals. The specialist will perform a full range of customer service duties via multimedia communication, focusing on building customer loyalty by delivering an excellent experience, resolving inquiries, and proactively offering advice on banking interactions.

Requirements

Ability to read and comprehend complex instructions, short correspondence, and memorandums.
Ability to read and interpret documents such as procedure manuals, general business correspondence, and government regulations.
Ability to effectively communicate orally or with written word.
Ability to efficiently navigate a multi-system (10) environment to resolve customer issues.
Ability to problem-solve by thinking critically and asking probing questions.
Ability to listen effectively and deescalate customer frustrations using empathy.
Ability to speak another language fluently.
HS Diploma/GED.
One year of outstanding customer service or sales experience, preferably in a financial setting.
Proficient with a PC, MS Word, and Excel.
Excellent telephone skills, including a professional speaking voice.
Good oral and written communication skills.
Must present as friendly and professional.
Must maintain punctual and regular attendance.

Nice To Haves

Experience in a financial setting is preferred.

Responsibilities

Receives and processes incoming calls from customers, prioritizing those who require an agent fluent in another language.
Responds to inquiries, determines appropriate responses or direction, and proactively offers convenient solutions or options.
Completes various operational processes to support customer requests, including account balance or transfer requests, stop payment orders, changes of address, and other customer requests or authorizations.
Completes troubleshooting as needed to support customer inquiries.
Reviews reports, prepares correspondence, and participates in special department projects.
Ensures all departmental documents and activities comply with applicable laws, regulations, policies, and procedures, including completing required compliance training.
Provides translation services for Simmons internal departments to assist customer transactions upon request.
Performs other duties and responsibilities as assigned.