Bilingual Customer Experience Resolver

First Fidelity Bancorp, Inc.; Oklahoma City (OK); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Sign-on bonus

Training & development

Job summary

First Fidelity Bank in Oklahoma City is seeking a Bilingual Customer Resolution Specialist to deliver exceptional service by phone and live chat in English and Spanish. You will identify client needs, resolve issues, and guide customers through banking products and processes with empathy and professionalism.

The role requires at least one year in banking or a contact center, a high school diploma, and the ability to work in a fast-paced environment.

Qualifications

• Must be bilingual in English and Spanish with excellent verbal and written communication skills.
• Experience in banking and/or contact center environments is preferred and beneficial.
• Strong listening skills and ability to de-escalate customer issues with empathy.

Responsibilities

• Provide prompt, courteous, and accurate service via telephone, live chat, and mobile app.
• Identify client needs, research issues, and resolve inquiries with ownership.
• Maintain knowledge of bank products, policies, and procedures through training.
• Assist clients with loan and account applications and scheduling closings as needed.
• Log disputes and handle inquiries securely while protecting customer information.
• Handle a high volume of contacts with professionalism and teamwork.

Skills

Bilingual English/Spanish

Customer service

Communication

Empathy

Education

High school diploma

Job description

First Fidelity Bank in Oklahoma City is seeking a Bilingual Customer Resolution Specialist to deliver exceptional service by phone and live chat in English and Spanish. You will identify client needs, resolve issues, and guide customers through banking products and processes with empathy and professionalism.

The role requires at least one year in banking or a contact center, a high school diploma, and the ability to work in a fast-paced environment.