FT Call Center Operator - Bilingual

First Security Bank; Searcy (AR); On-site; USD 32,000 - 42,000; Full time

Job summary

First Security Bank is seeking a friendly Call Center Operator to be the first point of contact for customers seeking basic support. On-site role with extended hours may be required, you will transfer complex issues to Tier 2 support as needed and work to promote bank products and services.

Strong bilingual communication skills are essential. The ideal candidate has a High School Diploma or GED, 1–2 years of banking or call center experience, and proficiency with Outlook, Word, Excel, typing,

Qualifications

• High School Diploma or GED completed.
• Bilingual in Spanish and English (full professional proficiency).
• 1–2 years banking or call center experience recommended.
• Proficiency with Outlook, Word, Excel, typing, and 10-key.
• Willingness to demonstrate Core 5 values with customers and coworkers.

Responsibilities

• Access and review account details relevant to the matter at hand.
• Follow established procedures to protect customer and account information from fraud or improper inquiries.
• Maintain proficiency in Bank products and services that provide value to customers.
• Perform duties related to Online Banking, Credit/Debit cards, Bill Pay, and Bankway.
• Communicate complex information with patience, clarity, and tact.
• Protect customer information and bank operations through confidentiality.
• Operate computer software, telephone, scanner, copier, and internal banking systems.
• Maintain on-site presence with punctual attendance and extended hours when necessary.
• Additional duties may be assigned by management.

Skills

Bilingual (Spanish/English)

Outlook

Word

Excel

Typing

10-key

Call Center experience

Banking knowledge

Customer service

Education

High School Diploma or GED

Job description

Summary

First Security Bank is looking for a friendly, energetic, and team-oriented individual to join us as a Call Center Operator! If you are passionate about serving our Arkansas communities and want to be part of a dynamic, service-driven team, we encourage you to apply!

As a Call Center Operator, you'll be the first point of contact for First Security Bank customers seeking basic support for our services. Your role involves delivering friendly and efficient service by promptly addressing customer concerns. If a situation requires further assistance, you will seamlessly transfer them to Tier 2 support for specialized help. This position requires on-site work.

QUALIFICATIONS | EDUCATION | EXPERIENCE | SKILLS

To perform this job successfully, an individual must be able to execute each essential duty satisfactorily. The items listed below are representative of the knowledge, skill, and/or abilities necessary for this position.

• High School Diploma or GED will be required at the completion of your graduating year.
• Bilingual speaking (full professional proficiency) in Spanish/English required.
• 1-2 years of banking and/or relevant Call Center experience preferred.
• Proficiency with Outlook, Word, Excel, typing, 10-key and utilization of the internet is required.
• Willingness to demonstrate Core 5 values with customers and coworkers.

HOURS OF AVAILABILITY

Regularly Scheduled Hours / Week 40 (+) hours | Monday - Friday between 7:00 am - 6:00 pm | Saturday 8:00 am - 1:00 pm (typically 1 per month) | *Extended working hours may be required.

Essential Duties And Responsibilities

• Access and review relevant account details pertaining to the matter at hand.
• Follow established procedures to ensure that customer and account information remain secure and protected from fraudulent activity or unauthorized inquiries.
• Maintain proficiency in, and actively promote, Bank products and services that provide value to our customers.
• Confidently perform a variety of duties related to Online Banking, Credit and Debit cards, Bill Pay, and Bankway.
• Communicate complex and sensitive information with patience, clarity, and tact.
• Protect all customer information and bank operations through strict confidentiality.
• Operate computer software and equipment, telephone, scanner, copier, and develop proficiency with internal banking systems.
• Maintain reliable transportation, punctual attendance, and the ability to work on-site with extended hours when necessary.
• Additional duties may be assigned by management.

SUPERVISORY RESPONSIBILITIES

None.

Soft Skills

Foster a culture that values high ethical conduct, critical thinking, problem solving, engagement, teamwork, and provides exceptional service. Establish positive and productive work relationships that provide honest feedback that generates trust.

PHYSICAL DEMANDS

Possess sufficient mobility to work in a standard office setting. Perform repetitive hand, arm, wrist, and finger movements while handling currency, documents and/or office equipment. Substantial time may be spent on the telephone, operating computers, reaching, sitting, and/or standing; while occasionally stooping, kneeling or crouching. The employee must have the ability to speak and hear well enough to carry on customer interactions, conversations, and presentations both in-person and over telecommunications. Have near/far visual acuity to identify customers, currency and reading materials in printed or electronic format. The employee must occasionally lift and move up to 10 pounds.

MENTAL DEMANDS

The duties of this position require the ability to maintain attention to detail and complete work projects accurately in a short amount of time, despite interruptions. The employee must be able to interact with customers/coworkers in a calm and patient manner and maintain confidentiality and professionalism in all situations. The employee must be able to use basic mathematical skills including adding, subtracting, multiplying, and dividing numbers. The position also requires the ability to read and interpret documents, and draft routine written communications.