Customer Resolution Specialist (Bilingual)

Description

Are you looking for a challenging but rewarding career in customer service?  Do you have banking or call center experience? If so, we’re offering a competitive hourly rate, plus a $1,000 sign-on bonus with a one year retention agreement. We’ll provide you with the training needed to be successful! 

At First Fidelity Bank, we are looking for talented, enthusiastic team members with a passion for service excellence. Our employees are critical to our overall success. We invest in our employees by providing excellent training and development, as well as advancement opportunities. We offer our employees a family environment, great benefits, competitive pay and paid time off for work/life balance. We are dedicated to giving back to the communities we serve, and we encourage our employees to participate in charitable giving and volunteer opportunities. One of our Core Values is to provide a caring place to work where people truly enjoy coming to work each day. Colleagues of First Fidelity Bank take pride in working here, make lasting friendships and have fun!

SUMMARY

The Customer Resolution Specialist develops and maintains strong client relationships by recognizing client needs through effective listening skills, asking need-defining questions, and recommending appropriate products or services. The Customer Resolution Specialist role is challenging and the environment is fast-paced, yet our Customer Resolution Specialists take the time to truly listen to our clients so they can effectively serve and resolve all inquiries and concerns. In order to provide exceptional service, the Customer Resolution Specialist collects and analyzes data resulting in problem-solving and client solutions.  The successful Customer Resolution Specialist demonstrates a strong desire to build client respect and trust through credibility, friendliness, sincerity, empathy and patience. Excellent telephone communication skills allow the Customer Resolution Specialists to present themselves as experienced professionals who put the client at the center of every interaction. 

SUMMARY

The Bilingual Customer Resolution Specialist provides exceptional service in the Bank’s Contact Center by interacting with clients over the telephone and through online chat methods.  Must be able to effectively communicate with clients verbally and in writing in English and Spanish. Develops and maintains strong client relationships by recognizing client needs through effective listening skills, asking need-defining questions, and recommending appropriate products or services. The successful Customer Resolution Specialist demonstrates a strong desire to build client respect and trust through credibility, friendliness, sincerity, empathy and patience. Excellent communication skills over the telephone and live chats and the ability to handle a large volume of contacts are essential. The Customer Resolution Specialist role is challenging, and the environment is fast paced, yet rewarding. Our colleagues take the time to truly listen to our clients so they can effectively resolve all inquiries and concerns.

PRIMARY DUTIES/RESPONSIBILITIES:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

• Provides prompt, courteous, and accurate service to clients, via the telephone, mobile app and internet through live chat.
• Responds to client inquiries, requests, and concerns. Identifies, researches, and resolves issues using systems and resources available.
• Maintains a friendly and outgoing personality to deal calmly with client’s problems and questions. Effectively de-escalates client issues using empathy and conflict resolution skills.
• Processes requests from both internal and external clients.
• Quickly learns about bank products, services, systems, policies and procedures. Maintains vast knowledge about the bank through ongoing training, self-study and career development.
• Through effective listening and discernment skills and by asking needs-defining questions, recognizes client needs and matches them with appropriate products through sales or referrals.
• Offers bank products and services by using a tagline on every appropriate contact.
• Makes efficient use of time despite frequent interruptions and utilizes downtime to learn more about bank products and services.
• Utilizes effective time management and prioritization skills in order to handle a high volume of chat communications in a fast-paced environment.
• Works well in a group setting and maintains a courteous and professional demeanor.
• Demonstrates effective teambuilding skills and contributes ideas and suggestions that benefit the team and clients.
• Provides technical support for bank-wide products such as online banking as well as many others.
• Assists clients with loan and new account applications, including scheduling closings at a branch location
• Inputs disputes for clients via telephone and internet.
• Maintains the highly confidential nature of client information and records.
• Consistently supports the Bank and its Core Values.
• Performs other relevant duties as assigned.
• The Customer Service Contact Center can only achieve our goals and properly serve clients if every colleague adheres to his or her schedule. Therefore, regular and reliable attendance and punctuality is essential.

QUALIFICATIONS

LANGUAGE:

Fully bilingual:  English/Spanish.

EXPERIENCE REQUIREMENTS:

At least one (1) year previous banking and/or contact center experience required. Previous experience with live chat communications a plus.

EDUCATION REQUIREMENTS:

High school diploma or equivalent required

OTHER REQUIREMENTS (SKILLS, ABILITIES, CHARACTERISTICS):

• Must be able to speak, read, and write fluently in English and Spanish.
• Exceptional listening skills and attention to detail in order to discern client needs.
• Able to think, reason and react quickly in order to formulate solutions and provide personalized client service
• Able to demonstrate empathy with client concerns.
• Able to consistently handle a large volume of contacts via the telephone or internet, deal with stressful situations, remain calm under pressure, and act in the Bank’s self-interest.
• Courtesy, tact and diplomacy are essential elements of the job. Must be capable of dealing calmly and professionally with different personalities or individuals from diverse cultures at various levels within and outside of the bank.
• Superior verbal communication skills. Must have the ability to converse intelligently, clearly and understandably over the telephone with clients and co-workers.  This requires a pleasant and professional tone and demeanor, good speaking articulation, rate of speed, and ability to be clear and concise.
• Strong written communication and keyboarding skills in order to accurately document/track status of issues and respond to professional communications.
• Able to work independently, with minimum supervision, in a fast-paced environment.
• Able to quickly gain knowledge and understanding of all bank products and services offered, including new products/services as they are introduced.
• Strong organizational skills that enable multiple tasks to be balanced.
• Independent decision-making ability within defined guidelines.
• Adapts quickly to change and remains flexible.
• Able to maintain positive team spirit and communication.

ADDITIONAL INFORMATION

SUPERVISORY RESPONSIBILITY:  None

PHYSICAL REQUIREMENTS:

While performing the duties of this Job, the employee is required to work in a normal office environment.

EEO/M/F/Disabled/Vets Member FDIC