Relationship Banker, Hispanic Market

Firstar Bank; Tulsa (OK); On-site; USD 32,000 - 42,000; Full time

Job summary

Firstar Bank in Tulsa, OK is seeking a bilingual Customer Service Associate to serve Spanish-speaking clients, open accounts, and process routine transactions with a focus on culturally responsive service.

You will build relationships within the Hispanic community, explain banking solutions, and ensure compliance with regulations while delivering exceptional customer experiences.

Qualifications

• Bilingual in English and Spanish with ability to communicate across channels.
• Strong customer service mindset with ability to identify customer needs and offer banking solutions.
• Excellent interpersonal skills and ability to build relationships with customers, coworkers, and the community.
• Able to communicate effectively in person, by phone, in writing and electronically.
• Demonstrates professionalism, integrity and confidentiality.

Responsibilities

• Communicate with Spanish-speaking clients and prospects regarding deposits, loans, digital banking, accounts, and other financial services.
• Build relationships within the Hispanic community through outreach and professional representation of Firstar Bank.
• Maintain knowledge of bank products; assess needs, guide customers, and identify referrals.
• Open accounts and process routine transactions (deposits, withdrawals, loan payments, cashier's checks) per regulations.
• Provide proactive follow-up and maintain customer relationships to support retention and growth.
• Identify at-risk customers and take actions to strengthen relationships.
• Ensure compliance with regulatory requirements and internal policies.
• Partner with other departments to identify referrals and deliver exceptional service.
• Address customer questions promptly and escalate issues appropriately.
• Answer calls professionally and in a timely manner.
• Open safe deposit boxes as needed.
• Cross-train on service-line functions and process transactions as needed.
• Support less experienced team members and complete required training.
• Participate in initiatives to strengthen Firstar's Hispanic community visibility.

Skills

Bilingual English/Spanish

Relationship-building

Customer service

Communication skills

Professional relationships

Judgment/decision making

Detail-oriented

Integrity

MS Office

Banking systems

Education

High school diploma or equivalent

Tools

Microsoft Office

Bank systems

Job description

Job Details

Job Location: Tulsa, OK 74133, Position Type: Full Time, Position Purpose:

This position builds and maintains trusted relationships within Firstar Bank's Hispanic Market by providing exceptional customer service, culturally responsive support, and banking assistance to Spanish-speaking customers and prospects. The role utilizes bilingual communication skills to identify customer needs, provide banking solutions, complete transactions, open accounts, and ensure compliance with applicable regulations and Bank policies.

Job Duties and Responsibilities

• Communicate effectively with Spanish-speaking clients and prospects regarding deposit products, consumer loans, digital banking services, account maintenance, and other financial services.
• Build and maintain relationships within the Hispanic community through culturally responsive service, outreach activities, community involvement, and professional representation of Firstar Bank.
• Maintain and demonstrate strong knowledge of bank products and services to assess customer needs, provide accurate guidance, recommend appropriate solutions, and identify referral opportunities.
• Open new accounts and process routine financial transactions, including deposits, withdrawals, loan payments, and cashier's checks, accurately and efficiently in accordance with customer needs, regulatory requirements, and internal procedures.
• Build and maintain customer relationships through proactive follow-up, referrals, personal contacts, and community connections that support customer retention and growth.
• Proactively identify customers who may be at risk of leaving the Bank and take appropriate steps to strengthen and retain those relationships.
• Maintain advanced knowledge of and ensure compliance with applicable regulatory requirements and internal policies and procedures.
• Partner with other departments to identify referral opportunities and deliver an exceptional customer experience.
• Provide exceptional customer service by promptly addressing customer questions or concerns and escalating issues when appropriate.
• Answer incoming calls promptly and professionally.
• Open safe deposit boxes as needed.
• Cross-train on service-line functions and process customer transactions as needed.
• Provide guidance and support to less experienced team members.
• Complete required training and maintain job-related knowledge.
• Participate in bank and community initiatives that strengthen Firstar's visibility and commitment to the Hispanic community.
• Perform other duties as assigned in support of the Bank's priorities and objectives.

Qualifications: Skills and Abilities Required

• Bilingual proficiency in English and Spanish, including the ability to speak, read, write, and effectively conduct business communications in both languages, is required. Candidates may be required to successfully complete the Bank's approved language assessment and meet established proficiency standards.
• Ability to identify customer needs and recommend appropriate banking products, services, and solutions.
• Strong relationship-building, interpersonal, and customer service skills.
• Ability to communicate effectively through in-person, telephone, written, and electronic communications.
• Ability to build and maintain professional relationships with customers, coworkers, and community contacts.
• Ability to exercise sound judgment, analyze information, and make appropriate decisions.
• Ability to work effectively in a fast-paced environment while maintaining organization, professionalism, and attention to detail.
• High level of integrity, professionalism, and confidentiality.
• Proficiency in Microsoft Office applications and the ability to learn Bank systems and technology.
• Self-motivated, dependable, adaptable, and accountable.

Experience and Education Requirements

• Minimum four (4) years of face-to-face customer service experience, required. Banking or Financial services experience is strongly preferred.
• High school diploma, or equivalent.

Physical Requirements

• Ability to work in a banking environment requiring a combination of sitting, standing, walking, and moving throughout the banking center during the workday.
• Occasional bending, reaching, stooping, or lifting as needed to retrieve files, office supplies, cash drawers, or other materials.
• Ability to occasionally lift and/or move items weighing up to 25 pounds.
• Ability to effectively communicate with customers, coworkers, and community contacts in person, by telephone, and through written and electronic communications.
• Ability to review documents, forms, and computer screens and perform tasks requiring attention to detail and accuracy.

Core Values in Action

• Integrity: Leads by example with ethical decision-making, honesty, and accountability.
• Trust: Builds confidence through transparent communication and consistent follow-through.
• Respect: Treats others with kindness, professionalism, and appreciation for diverse perspectives.
• Better Together: Fosters collaboration and teamwork to achieve shared goals through strong, trust-based relationships.
• Client & Community Focused: Puts clients and community first through responsive service and meaningful engagement.

Firstar Bank is proud to be an Equal Opportunity Employer: EEO/M/F/Disabled/Vets