Associate, Remote Channels (Bilingual Customer Service Mortgage)

MAJOR DUTIES & RESPONSIBILITIES: 

• Delivers a unique customer experience utilizing effective questioning and active listening skills to anticipate and determine customer needs ensuring a high level of satisfaction in adherence to established policies and procedures. 

• Educate customers on digital channel solutions and self-service applications available for their accounts. 

• Receives and channels a variety of customer inquiries through our call center to provide service, support, and provide expert advice regarding our products including referring customers to other divisions. 

• Ensures and promotes that all transactions and inquiries are managed within our compliance and regulatory standards. 

• Promotes and provides information on the bank’s products, services, and channels. Identifies cross-selling opportunities and refers the customer to the appropriate sales team member.

• Receives, records, and channels claims, and inquiries from customers or potential customers and provides applicable guidance. 

• Documents calls and service inquiries in existing bank systems and applications.   

• Escalates and refers customer matters to next-level management or appropriate operational areas. 

• Consistently provides the customer with a high level of quality service.

• Provides support and services to internal customers and colleagues as required.

• Performs other duties as assigned.

EDUCATION AND EXPERIENCE:

• Associate or Bachelor’s degree in Business Administration or related field required. 

• One (1) year of customer service, call center, or sales experience required. Retail environment preferred. An equivalent combination of education and experience may be considered. 

• Excellent customer service, interpersonal, problem-solving, and documentation skills are required both verbal and written.

• Requires good telephone etiquette, listening, and communication skills. 

• Understanding of banking or financial products and services preferred.

• Detail oriented and able to manage multiple priorities required.

• Computer proficiency is required. Knowledge of MS Office and other business applications required.

• Bilingual (English and Spanish required). 

• Availability to work any day of the week based on the established hours of operations, plus flexibility to work overtime according to business needs is required.