Client Care Specialist II

Banesco USA; Miami (FL); On-site; USD 42,000 - 54,000; Full time

Job summary

Banesco USA in Miami seeks a Client Care Specialist II to provide high‑quality service to callers and support online banking needs. You will understand bank products, protect customer data, assist with registration and password resets, and resolve inquiries with minimal supervision.

The role requires two years in customer service or a call center, bilingual English/Spanish, strong communication, Office proficiency, and meticulous attention to detail.

Qualifications

• Two (2) years of experience in a customer service role or call center environment.
• Proficiency in Microsoft Office (Word, Excel, PowerPoint, etc.).
• Bilingual in English and Spanish; ability to speak, read, write in both languages.
• Strong verbal and written communication skills; ability to communicate at all levels of the organization.
• Strong attention to detail and accuracy.
• Ability to multi-task with good organization, time-management and prioritizing skills.
• Customer service skills ensuring satisfaction of both internal and external customers.

Responsibilities

• Handle inbound calls about client inquiries and account/products questions, ensuring requests are fully satisfied.
• Respond to client emails and online banking messages; assist with online banking questions.
• Assist clients with online banking registration, access, password resets, and wires; verify identity.
• Conduct callbacks, maintain Banesco USA integrity, and ensure confidentiality of information and security.
• Resolve complex issues promptly with minimal supervision and provide effective resolutions.
• Perform follow-up on time-sensitive issues to meet SLA goals.
• Escalate issues to appropriate parties when needed.
• Assist with tracking customer data and complete training programs.

Skills

Bilingual English/Spanish

Customer service

Microsoft Office

Communication skills

Multitasking

Attention to detail

Time management

Education

High School Diploma or equivalent

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Client Care Specialist II

Operations & Admin Areas Full-Time Non-Exempt Miami, FL, US

2 days ago Requisition ID: 1731

Summary of Position

The Client Care Specialist II is responsible for providing quality customer service to all incoming calls. In order to provide excellent service ensuring the customer’s inquiry is complete, the Client Care Specialist must fully understand the products and services that the Bank offers as well as the systems that the bank uses. In addition, the Client Care Specialist must perform maintenance to customer information files and accounts, respond to online banking questions, emails and complete other duties as assigned.

Essential Functions and Duties

• Responsible for inbound calls regarding client inquiries, concerns regarding their account and/or bank products and services ensuring their request are fully satisfied.
• Responsible for answering client emails, online banking (FXIM) messages and assistance to customer inquiries or concerns.
• Assist clients with online banking registration, online banking access, reset passwords, and online wires ensuring the customer’s identity is verified through the established process.
• Conduct client call backs maintaining Banesco USA integrity, following procedures to ensure confidentiality information and security.
• Responsible in handling complex issues or inquiries ensuring the request is completed in a timely manner and provide resolutions to complex customer inquires or issues with minimal supervision.
• Perform follow-up as needed, (especially on time sensitive issues) assuring we meet set SLA goals.
• Escalate issues to the appropriate parties, when needed.
• Assist with tracking with customer data.
• Responsible for completing annual training program assigned.
• Performs other functions and/or duties as assigned.

Qualifications Requirements

• Education: High School Diploma or equivalent experience.
• Experience: Two (2) year of experience in a customer service role or call center environment.
• Advance computer skills including but not limited to proficiency in Microsoft Office (Word, Excel, Power Point, etc.)
• Basic knowledge of related State and Federal banking compliance regulations.
• Strong verbal and written communication skills, ability to communicate at all levels of the organization.
• Must be bilingual in both English and Spanish. Ability to fluently speak, understand, read and write both languages.
• Strong attention to detail and accuracy.
• Ability to multi-task, with strong organization, time-management and prioritizing skills.
• Customer service skills, ensuring satisfaction of both internal and external customers.
• Ability to understand and comprehend instructions, procedures and policies ensuring compliance with the Bank’s policies and procedures.