Bilingual (Spanish) - Customer Service Representative - Data Ops

FCB Banks•Swansea, IL

7d•$18 - $22•Onsite

About The Position

A Customer Service Representative handles customer service inquiries by telephone, e-mail and US mail to ensure quality customer service and production standards are met. They utilize technical skills and general knowledge of product requirements, benefits, features policies and procedures to resolve customer inquiries. They engage in proactive problem solving and resolution in regards to all online transactions including online banking, mobile banking and bill pay products and utilize knowledge based on experience to research possible fraud and system issues related to all customer transactions. A successful Customer Service Representative uses tact and experience-based knowledge to resolve customer complaints and explains specific policies and procedures related to customer transactions and bank products and services.

Requirements

Bilingual - Fluent in English and Spanish
High School Diploma or equivalent
1 – 3 years of financial services industry experience
3 – 5 years of customer service experience, preferably in a call-center environment
Strong and professional communication skills – verbal and written.
Ability to display proper phone etiquette and customer service skills.
Strong writing skills – uses accurate word usage, grammar, spelling, and punctuation in all written correspondence.
Strong listening skills – must be able to listen and comprehend customer inquiries or concerns to provide a valuable solution.
Strong technology skills, along with working knowledge of Microsoft Office (Word, Excel), traditional office products (copiers, fax machines, ten-keys, phones, etc.) and Mobile Apps and various computer programs.
Conflict Resolution: Remains professional when dealing with challenging situations.
Problem Solving – Identifies and resolves problems timely and able to troubleshoot errors.
Ability to work independently and as part of a team.
Teamwork – contributes to building a positive team spirit.
Good understanding of the banking industry, regulations, policies and best practices.
Quick learner, self-starter, and effective at managing and prioritizing multiple tasks.
Organized, detail-oriented and analytical.
Ability to recognize irregular or suspicious transactions and take appropriate steps to prevent loss to the Bank

Nice To Haves

Associate’s or Bachelor’s Degree in relevant field (preferred)

Responsibilities

Handles customer inquiries via telephone, e-mail and US mail: Answers questions about accounts, products, services and bank policies.
Authenticates callers: Ensures customers and the bank are protected from fraud attempts and takes additional steps to mitigate risk.
Resolves issues: Researches and resolves customer service issues, and refers customer to the right individual or department for help.
Promotes products: Informs customers about services and products that can benefit them.
Maintains compliance: Complies with banking regulations, including bank secrecy, anti-money laundering laws, Reg CC, Reg D, Reg E, and more.
Educates customers: Explains bank policies, procedures, products and services in a way the listener can understand.
Assists bank employees and management with inquiries regarding electronic banking services, online bill payment, debit cards, debit card fraudulent transactions and more.
Provides excellent, prompt, efficient, customer service to banking customers by performing duties such as resetting passwords, customer training and customer correspondence.
Trains and supports all electronic banking products and services. Identifies compatibility of customer operating systems and internet browsers with requirements adequate for online banking product to support customer usage.
Utilizes various internal and external applications, including Premier Navigator, Director, Client Central, and other systems to support inquiries related to accounts, debit cards or online banking access.
Acts as support for debit card disputes, inquiries regarding transactions, limit increases, stop payment requests and potential fraudulent activity, escalating when necessary.
Log customer interactions and maintenance activity in bank’s CRM software.
Ensures confidentiality of customer information in every situation.
Routinely maintains accounts according to customer requests.
Works as a team to follow up on all customer questions or issues promptly.
Investigates fraud or other issues related to all bank transactions including ATM and debit cards.
Reviews exception reports for possible fraud or security problems.
Scans documents for research and record retention.
Other duties as assigned by management.

Benefits

$18 - $22 per hour, eligible for performance-based bonuses and incentives
Health, Dental, Vision Insurance
Group Life Insurance 1x annual salary, 100% paid by the bank
Long-Term Disability insurance, 25% paid by the bank
Voluntary Life Insurance and Accidental Death and Dismemberment Insurance
Flexible Spending Account (FSA) and Dependent Care Flexible Spending Account (DCFSA)
Employee Assistance Program, Travel Assistance and Life Services Tool Kit
Paid time off including Vacation, Personal and Sick leave
Partially paid Parental Leave for eligible employees
401(k) with company match for eligible employees