Customer Experience Specialist I (Bilingual)

Woodforest National Bank • The Woodlands, TX

15h

About The Position

The Customer Experience Specialist I (Bilingual) delivers Woodforest National Bank’s customer experience vision and builds relationships in an inbound/outbound call center environment. The role requires leadership skills, a genuine interest in contributing to Woodforest’s culture, and a commitment to helping customers achieve their financial goals while maintaining the trust of customers and communities.

The specialist supports customers by handling service requests and account updates, resolving issues, and providing information about banking products, policies, online services, and customer accounts. The role also identifies suitable opportunities to market and cross-sell bank products. Work involves meeting performance standards and applying frequent updates and learning materials accurately during customer calls.

Requirements

• At least 1 year of customer service experience.
• Fluency in Spanish.
• High school diploma or equivalent.
• Ability to work within the position’s operating hours and days, with good attendance and punctuality.
• Ability to learn multiple banking systems, including Microsoft Word and Outlook.
• Knowledge of, or ability to quickly learn, banking and lending products, services, policies, procedures, regulatory guidelines, and sales and service processes.
• Ability to maintain confidentiality, follow directions, and apply policies, procedures, and guidelines.
• Strong organizational skills, prioritization, and multitasking ability, with accuracy and attention to detail in a fast-paced environment.
• Ability to maintain composure and a positive attitude when interacting with customers and internal team members.
• Strong written and verbal listening and communication skills.
• Customer service orientation and effective problem-solving abilities.
• Ability to meet or exceed business goals and objectives while fostering a team atmosphere.
• Comfort receiving ongoing performance feedback and coaching.

Nice To Haves

• At least 1 year of experience in a professional call center environment.
• At least 1 year of experience in a financial services environment.

Responsibilities

• Manage customer relationships in an inbound/outbound call center and work accurately in a fast-paced environment while multitasking, switching between systems, and resolving customer needs efficiently.
• Meet and/or exceed minimum performance standards, with performance measured across operational thresholds and incentive opportunities.
• Provide timely and accurate customer service, including processing service requests and account updates, resolving issues, and explaining banking products, policies, online services, and customer accounts.
• Identify appropriate opportunities to market and cross-sell additional bank products to meet customer needs.
• Read frequent updates and learning materials and apply them immediately and accurately during calls.

What This Job Offers

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