Bilingual Customer Care Specialist – Spanish Speaking

QNBT; Augusta (GA); On-site; USD 32,000 - 52,000; Full time

Job summary

Queensborough in Augusta, GA is seeking a Customer Care Representative to assist customers by phone, chat, and video, identifying needs and guiding solutions with accuracy.

You will handle Spanish-speaking inquiries, respond within SLA, and maintain knowledge of bank systems like Gila and Freshdesk to resolve issues.

This role rewards teamwork, attention to detail, and a customer-first mindset, with opportunities to contribute to continuous improvement and brand integrity.

Qualifications

• Must be able to assist Spanish-speaking customers in addition to English.
• Proven ability to maintain accuracy and professionalism in responses.
• Experience with bank/customer service environments preferred.
• Familiarity with customer data privacy and handling.
• Proficient use of MS Office and standard banking systems.

Responsibilities

• Provide support for Spanish and speaking customers.
• Responding to all inquiries within team SLA guidelines.
• Providing timely resolution to customer issues by researching requests, offering solutions, and providing follow up or escalation as needed.
• Maintains working knowledge of bank systems/functionality utilized by Customer Care team (Gila and Freshdesk) in addition to other internal bank systems.
• Maintains knowledge of bank products to direct customers to resources as necessary.
• Proactively provides alternative banking solutions when needed.
• Supports branches on customer service processes and procedures.
• Escalates issues to Customer Care leadership when needed.
• Meets productivity and performance goals while delivering excellent service.
• Contributes to a customer-service focused and continuously improving environment.
• Participates in Customer Care Center Quarterly Training.
• Represents Queensborough positively internally and in the community.

Skills

Spanish

Typing

Verbal Communication

Organization

Professionalism

Microsoft Office Suite

Education

Bachelor's degree in Finance or related field

Tools

Gila

Freshdesk

Job description

Queensborough in Augusta, GA is seeking a Customer Care Representative to assist customers by phone, chat, and video, identifying needs and guiding solutions with accuracy.

You will handle Spanish-speaking inquiries, respond within SLA, and maintain knowledge of bank systems like Gila and Freshdesk to resolve issues.

This role rewards teamwork, attention to detail, and a customer-first mindset, with opportunities to contribute to continuous improvement and brand integrity.