Bilingual Support Specialist - Minimum 1 Year Customer Service Experience
The Bilingual Support Specialist duties include:
- Answer incoming calls related to new account applications, authorization and gift card transactions
- Listen attentively, thoroughly review account, take ownership, address respectfully, resolve and accurately document all credit decisions
- Comply with all guidelines established by the current banking institution
- Make account guideline decisions on high dollar accounts based on thorough review of account and credit history
- Accurately resolve all customer inquiries received via email, written correspondence, phone or system queued
- Assist with bank risk strategies by performing verifications and reporting real time circumstances that indicate a high potential for fraudulent activity
- Consistently achieve expectation on all key performance indicators (Quality assurance, compliance, productivity, schedule adherence, attendance)
- Actively participate and manage performance development plan as set forth by Team Manager
- Assist with answering Operator Directory calls
- Attend all training/workshops as scheduled
Qualifications
- Must be able to work night, weekend and holiday hours.
- Associate’s or Bachelor’s degree preferred
- High School Diploma (or equivalent)
- Ability to articulate in a clear, understandable and professional manner
- Demonstrated diplomacy in both written and verbal communication
- Proficient analytical abilities
- Advanced math skills
- Ability to make rational decisions
- Ability to work independently, take initiative, problem solve
- Ability to multi-task ( talk, navigate and type simultaneously)
- Minimum 1 year as Account or Credit Specialist in Credit Contact Center or
- Minimum 1 year Customer Service experience; preferably in a call center environment
- Banking or credit card servicing experience preferred
- Bilingual associate must be fluent in English and Spanish—verbal and written skills required