Customer Care Rep - Bi Lingual

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

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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