Full-Time Bi-Lingual Customer Service Center Representative

ChoiceOne Financial Services - Sparta, MI

Full-time

Sparta, MI

Credit Intermediation and Related Activities

About the position

Provide world class support and service to our banking customers. Treat each customer with respect and courtesy, responsively addressing their service concerns, and recommending ChoiceOne products and services to help them achieve their financial goals. Take ownership of each customer service situation and work to resolve issues, deepening the customer relationship upon a 'First Call Resolution' process.

Responsibilities

• Provide friendly, helpful service to our English and Spanish speaking customers that promotes financial discipline.
• Prepare for daily interactions with a professional mindset and an organized workstation.
• Maintain knowledge of the bank's products, services, and processes.
• Proactively greet clients with a smile and warm tone.
• Understand the client's objectives by asking appropriate questions and listening to the client's responses.
• Recommend the best solution or guide the client to the appropriate staff to accomplish the client's needs.
• Process transactions accurately and efficiently.
• Follow up with clients to ensure satisfaction and provide encouragement.
• Proactively display teamwork and respect for other team members.
• Answer incoming calls quickly and efficiently, escalating issues when appropriate.
• Take ownership of calls and respond with a 'First Call Resolution' mindset.
• Maintain, cross-sell, and refer all ChoiceOne products.
• Record all client contact, sales, or referrals via Synapsys.
• Attend department meetings as scheduled.
• Complete all required reports related to the Bank Secrecy Act and USA PATRIOT Act.
• Comply with all federal and state banking regulations as applicable.

Requirements

• High School Diploma or GED.
• Minimum of one (1) year of Call Center experience in banking, financial services, or goal-driven retail sales preferred.
• Fully Bilingual in English and Spanish languages - both written and verbal skills required.