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Contact Center Sales and Service Representative-Bilingual
2 months ago
Pay is based on a number of factors including the successful candidate's job-related knowledge and skills, qualifications, and prior experience. Arvest offers a comprehensive suite of benefits, including a full range of health and life, financial, and wellness benefits. For more information about benefits, please visit www.arvest.com/careers/benefits.
Incumbent must be Bilingual English/Spanish. An offer of employment for this requisition is contingent upon successfully passing a language proficiency test.
Position is located at 225 E Eufaula, Norman, OK 73069
External hires can work remotely after the initial 120 day training period with sufficient performance.
Internal candidates may be able to work remotely from day one in position.
Remote associates can be located anywhere in the Arvest footprint. (AR,KS,MO,OK)
Position requires flexibility Monday through Friday 7:00 am to 8:00 pm and Saturdays 8:00 am to 5:00 pm.
The story of Arvest is one of commitment started by our founders in 1961, with an intense dedication to focusing on our customers. We will always be active and involved members of the communities we serve, and we will always work to put the needs of our customers first as we continue to fulfill our mission - people helping people find financial solutions for life.
Job Title: Contact Center Sales and Service Representative
The Contact Center Sales and Service Representative serves as our customers' first point of contact, answering calls, providing information, and solving problems. The associates are expected to engage with the customers and uphold the Arvest standard of customer service in this fast-paced call center environment. A friendly, helpful, and genuinely engaged Representative will identify customers' needs, clarify information, research each issue, provide solutions and/or alternatives and seize opportunities to cross-sell banking products when they arise. In this position, you must be well organized, have strong communication skills, and be comfortable working in multiple software systems simultaneously while speaking with our customers. You must also feel comfortable determining which additional products and services may benefit the customer and begin a conversation by introducing the product benefits directly to the customer. After paid training, you will work independently and as part of a team to meet personal and team goals.
What You Will Do at Arvest: (Other duties may be assigned.)
Provide exceptional internal and external customer service by displaying sincerity, outgoingness, and friendliness, including answering phones promptly, consistently exhibiting courtesy, competency, and concern while responding promptly, and using the customer's name.
Answer internal and external customer telephone inquiries using proper telephone guidelines and account verification techniques. Utilize multiple banking systems to access customer account information and promptly follow through to a satisfactory resolution on inquiries, requests, or complaints. Explain bank policies and procedures courteously and patiently.
Complete all required documentation to meet customer needs and collaborate with internal groups to facilitate customer fulfillment.
Escalate unresolved or complex inquiries to the appropriate personnel or department when necessary.
Maintain thorough knowledge of all bank products and services and cross-sell additional services to customers by using independent judgment in recognizing opportunities and educating customers about product enhancements, new products, or new services.
Assist branch associates by processing customer requests when recording of calls is necessary.
Understand and comply with bank policy, laws, regulations, and the bank's BSA/AML Program, as applicable to your job duties. This includes but is not limited to completing compliance training and adhering to internal procedures and controls; reporting any known violations of compliance policy, laws, or regulations; and reporting any suspicious customer and/or account activity.
Supervisory Responsibilities: NA
Responsibilities:
Toolbox for Success:
A high school diploma or general education degree (GED) is required.
1 year of customer service experience required.
Proven ability to work across multiple software systems simultaneously required.
Cross-selling/retail/consumer sales experience preferred.
Call Center experience preferred.
Banking experience preferred.
Relevant military experience is considered for veterans and transitioning service members.
Physical Demands:
The associate must be able to travel occasionally by themselves within the US, possibly overnight. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
We offer competitive compensation, benefits packages, and significant professional growth.
Arvest Bank is committed to providing equal opportunity to all persons regardless of race, color, race-based hairstyles and textures, religion, marital status, sex, sexual orientation, gender identity, pregnancy, age, national origin, disability, veteran status, or any other basis, which now or in the future may be specified by law.
Along with an excellent benefits package, our associates are engaged, rewarded for performance, and encouraged to grow professionally and personally. Our future is driven by our associates. If you want to be recognized for your results and empowered to reach your potential, we urge you to apply.
Grade 11
Pay Range: $16.88 - $20.05 per hour
