Bilingual Customer Service Representative

Commerce Bank; St. Louis (MO); On-site; USD 25,000 - 30,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Health Savings

Flexible Spending Accounts

401(k) and retirement education

Flexible schedules

Paid banking holidays, vacation, sick,

Personal time

Tuition reimbursement

2nd Shift differential for bilingual

Job summary

Commerce Bank in St. Louis, MO, is seeking a Bilingual Customer Service Associate to deliver high-quality service in English and Spanish.

You will handle inquiries via phone, live chat, or email, resolve issues, authenticate callers, and document interactions while protecting customer information. Requirements include a high school diploma or GED, 1+ year of customer service experience, bilingual proficiency, and the ability to work 9:30am–8:00pm with occasional weekend shifts.

Qualifications

• High school diploma or GED required.
• Fluent in Spanish and English, both written and spoken.
• 1+ year related customer service experience.
• Call center and/or financial service experience preferred.

Responsibilities

• Provide a high level of customer service and support to external customers.
• Support inquiries via live chat, email or telephone.
• Authenticate callers to protect from fraud and mitigate risk.
• Research information and complete data entry to note customer interactions.
• Identify and escalate appropriate requests.
• Remain current with product knowledge through training.
• Perform other duties as assigned.

Skills

Bilingual Spanish/English

Customer service

Communication

Microsoft Word

Microsoft Excel

Microsoft Outlook

Data entry

Confidentiality

Multi-tasking

Team player

Education

High school diploma or GED

Fluent in Spanish and English

1+ year customer service experience

Call center/financial service experience preferred

Job description

About Working at Commerce

Building a career here is more than just steps on a ladder. It's about helping people find financial safety and success, helping businesses thrive, and making sure people and their money are taken care of. And our commitment doesn't stop there. Our culture is about our people, the ones in our communities and the ones that work with us. Here, you'll find opportunities to grow and learn, to connect with others, and build relationships with the people around you. You'll have the space and resources to grow into the best version of yourself. Because our number one investment is you.

About This Job

The Bilingual Customer Service Associate position provides a high level of customer service and support to our customers. They are trained to resolve customer inquiries on bank products, policies, regulations, and procedures via phone, live chat, or email.

How we'll support you

• Training and one-on-one coaching from our Leadership team who is invested in your success.
• Ongoing professional development to deepen your skills.
• Building your career through our defined career path or by exploring new opportunities.
• Continuous learning opportunities, such as core banking products, services, processes and Commerce culture concepts.
• Growing your network to maximize your professional and personal development through our employee resource groups.

What we offer

• Medical
• Dental
• Vision
• Health Savings
• Flexible Spending Accounts
• 401(k) and retirement education resources
• Flexible schedules
• Paid banking holidays, vacation, sick and personal time
• Employee discounts and tuition reimbursement
• 2nd Shift differential for evening schedules
• 5% pay differential for proven Spanish/English speaking bilingual associates
• Paid training for 4 weeks (must be able to attend)

Essential Functions

• Provide a high level of customer service and support to external customers
• Support inquiries received via live chat, email or telephone
• Authenticate callers to ensure our customers and the bank are protected from fraud attempts and take additional steps to mitigate risk if needed
• Research information and complete data entry to note customer interaction results
• Identify and escalation appropriate requests
• Remain current with product knowledge and administrative requirements through training
• Perform other duties as assigned

Work Schedule

Work Schedule is between 9:30am - 8:00pm Monday-Friday and every other Saturday. Additional shifts Tuesday-Saturday or Sunday-Thursday are also available.

Knowledge, Skills & Abilities Required

• Basic product knowledge
• Basic ability to explain bank policies, procedures and/or regulations
• Basic ability to assess customer needs and recommend alternative products or services; refer to other departments when appropriate
• Ability to maintain a high level of customer satisfaction
• Ability to meet department efficiency and quality standards within 90 days
• Ability to establish quick rapport with customers, actively listen, respond promptly with correct information
• Ability to work in a high paced environment and maintain stable performance
• Ability to maintain a high degree of confidentiality
• Ability to complete and pass new hire quizzes and exam
• Motivated and organized self-starter with strong attention to detail and the ability to manage multiple priorities
• Inquisitive, agile and strong team player with excellent written, verbal and interpersonal communication skills
• Ability to remain adaptable and resilient to all situations with an optimistic outlook and cast a positive shadow that is aligned with our culture and Core Values
• Intermediate level proficiency with Microsoft Word, Excel and Outlook

Education & Experience

• High school diploma or GED or equivalent combination of education and experience required
• Fluent in Spanish and English, written and verbal required
• 1+ year related customer service experience required
• 1+ years of call center and/or financial service preferred
• Customer Care Associate level will be determined based upon experience

For individuals applying, assigned and/or hired to work in areas with pay transparency requirements, Commerce is required by law to include a reasonable estimate of the compensation range for some roles. This compensation range is for the Customer Care Associate I, II or Senior level job and contemplates a wide range of factors that are considered in determining most appropriate job level and making compensation decisions, including but not limited to location, skill sets, education, relevant experience and training, licensure and certifications, and other business and organizational needs. The disclosed range estimate has not been adjusted for any applicable differentials (geographic, bilingual, or shift) that could be associated with the position or where it is filled. At Commerce, compensation decisions are dependent on the facts and circumstances of each situation. A reasonable estimate of the current base pay is $18.00 to $22.10 per hour. This position will be eligible for additional compensation through performance-based incentive plan(s) that will correspond to meeting performance goals. The candidate selected for this position may be eligible for the following employment benefits: employer sponsored health, dental, and vision insurance, 401(k), life insurance, paid vacation, and paid personal time. In addition, we offer career development, education assistance, and voluntary supplemental benefits.

Location: 1045 Executive Pkwy, St. Louis, Missouri 63141

Time Type: Full time