Customer Care Rep - Bi Lingual

Queensborough-National-Bank-; Augusta (GA); On-site; USD 36,000 - 48,000; Full time

Job summary

Queensborough National Bank is seeking a Customer Care Representative to ensure a consistent, positive experience for external customers and internal employees. The role involves providing support and problem resolution via phone, chat, and video, determining customer needs, and updating information in core banking systems.

Responsibilities include assisting Spanish-speaking customers, meeting SLA guidelines, researching requests, and escalating issues when needed.

Qualifications

• Bachelor's degree in Finance or related field.
• Proficiency in Microsoft Office and basic banking systems.
• Spanish language skills and ability to assist Spanish-speaking customers.

Responsibilities

• Provide support for Spanish-speaking and other customers; respond to inquiries within SLA.
• Resolve customer issues by researching requests and following up as needed.
• Maintain knowledge of bank systems (Gila, Freshdesk) and other internal tools.
• Assist customers with online and mobile banking basics.
• Direct customers to appropriate resources; propose banking solutions when needed.
• Support branches on service processes and procedures; escalate issues when required.
• Meet productivity and performance goals while delivering excellent service.
• Participate in Customer Care Center training and stay aligned with the Queensborough brand.

Skills

Spanish language

Verbal Communication

Typing

Microsoft Office Suite

Organization

Professionalism

Team Player

Detail Oriented

Dedicated

Education

Bachelor's degree in Finance or related field

Tools

Gila

Freshdesk

Job description

The Customer Care Representative is responsible for ensuring a consistent, positive, and valuable experience for both our external and internal (employees) customers. Representatives will provide support and problem resolution via phone, chat, and video by determining customer needs, responding to inquiries, and updating and maintaining customer information.

Key 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 all systems/functionality utilized by Customer Care team (Gila and Freshdesk as examples) in addition to other internal bank systems need to perform job functions.
• Maintains appropriate knowledge level on bank customer facing systems to support level one (basic support) customer calls (online banking, mobile banking as examples).
• Maintains a high degree of familiarity with products offered by Queensborough and how to direct customers to appropriate resources as necessary.
• Proactively provides alternative banking solutions when needed.
• Provides support to branches on customer service-related processes and procedures.
• Escalates customer service issues to Customer Care leadership as needed.
• Meets individual productivity and performance goals while providing excellent customer service.
• Supports an environment focused on customer service and continuous improvement.
• Participates in Customer Care Center Quarterly Training.
• Acts as a supportive team player and a champion of the Queensborough brand both internally and externally within the community.
• Flexible work schedule Monday - Friday 745am - 630 pm and Saturday 745am - 130pm.

Qualifications

Skills

Required

Intermediate

Organization

Advanced

Professionalism

Intermediate

Typing

Advanced

Verbal Communication

Intermediate

Microsoft Office Suite

Advanced

Behaviors

Preferred

Dedicated

Devoted to a task or purpose with loyalty or integrity

Team Player

Works well as a member of a group

Detail Oriented

Capable of carrying out a given task with all details necessary to get the task done well

Motivations

Ability to Make an Impact

Inspired to perform well by the ability to contribute to the success of a project or the organization

Education

Bachelors or better in Finance or related field.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
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