Small Business Card Specialist, Bilingual, English & Spanish - Full-time

Job Description:

The Small Business Card employee must provide exceptional customer service and solutions to internal and external clients, which could be made up of internal bank employees and clients. Employee will handle complex or escalated inquiries by providing differentiated customer treatment and seamless delivery of service and/or fulfillment requests. Employee must be able to successfully navigate through policy and procedures to mitigate risk and minimize potential loss impacts. The role requires the knowledge of multiple products and the ability to retain customer relationships. Employee must possess the ability to navigate through multiple online reference materials for validation of process and procedures when needed. This would involve referring customers to the appropriate line of business for products not supported by customer service contact centers. Employee may be required to solve problems and investigate/resolve a wide variety of inquiries and requests that include gathering additional information, setting expectations, working with multiple systems and applications at the same time, partnering with other support organizations to fulfill the request. In addition the employee may be required to route and track outstanding servicing requests and provide thorough follow up. The employee will receive ongoing performance coaching that must be incorporated into future customer interactions. The employee will be required to quickly read frequent updates and learning materials, often while on the call, and must be able to implement immediately into calls with accuracy. This is an inbound contact center role that requires sitting and taking calls for the entire shift, with structured breaks. First and second shift positions are available.

Required Skills

• Ability to work within the operating hours and days for this position as outlined in the posted job requisition.
• Ability to work the required days and hours as listed in the job requisition without any absences or vacation time in order to attend mandatory training.
• At least an intermediate ability in computer skills.
• A minimum of 1 year of experience working with customers.
• At least 1 year of experience handling difficult situations with customers.
• Intermediate proficiency (1-3 years of experience) in written (including grammar and spelling) and verbal communications
• Comfortable receiving ongoing performance feedback and coaching.
• Ability to engage with customers, begin a conversation, build rapport, and handle objections.
• Comfortable receiving ongoing performance feedback and coaching.
• Comfortable with ongoing change and learning new technology/processes.
• Ability to analyze and resolve customer inquiries.
• Ability to provide a positive customer experience through creative solutions.

Desired Skills

• Ability to work weekends, either rotating or set days as outlined in the job requisition.
• Ability to work evenings, either rotating or set days as outlined in the job requisition.
• A minimum of 1-2 years of experience in the Banking/Financial industry.
• A minimum of 1-3 years of experience working in a call center.
• A minimum of 1-3 years of experience working in customer relations.
• A minimum of 1-3 years of experience performing repetitive tasks based on existing operating procedures under close supervision or from detailed written procedures.

Shift:

1st shift (United States of America)

Hours Per Week: 

40