Bilingual Digital Banking Client Service Representative

About This Role

This role ensures customers have a seamless banking experience by providing proficient support for banking products and services, including online banking and the mobile app. The representative will address inquiries, resolve concerns, and guide customers through account processes within customer contact channels.

Responsibilities

• Maintain a strong understanding of bank policies, procedures, regulatory compliance, products, and services
• Exercise professionalism, confidentiality, and discretion in all customer interactions
• Interact with customers by phone, secure message, and chats to address banking inquiries
• Guide new customers through account opening and onboarding processes
• Process account applications for review and approval
• Address and resolve account-related requests and concerns promptly
• Assist customers with navigation and utilization of online banking and mobile apps
• Provide troubleshooting and first level online banking support, escalating issues as needed
• Listen to customer feedback to provide solutions and contribute to service improvement
• Assist with onboarding and training new team members

Requirements

• Excellent communication and interpersonal skills
• Ability to problem-solve and troubleshoot
• Ability to multi-task and prioritize
• Fluency in English and Spanish

Qualifications

• 1+ years in the banking industry preferred; customer service experience and general banking knowledge preferred

Nice to Have

• 1+ years in the banking industry
• Customer service experience
• General banking knowledge in deposit products and services, including digital banking