Multilingual Customer Care Specialist

3 weeks ago

Laurens, South Carolina, United States United Community Bank Full time
Job Title: Bilingual Customer Service Specialist - Spanish emphasis

Reports To: Contact Center Team Lead/ Supervisor

Direct Reports: N/A

Salary Grade: 5

SUMMARY

This position is designed to deliver exceptional customer service to both English and Spanish-speaking clients, adhering to established policies and procedures. The role involves addressing a diverse range of customer inquiries through various communication channels including phone, chat, secure messaging, and email. The focus is on achieving First Contact Resolution while effectively managing risks for both the bank and its customers, ensuring a consistently high standard of service delivery.

EDUCATION AND EXPERIENCE REQUIREMENTS
  • High school diploma or equivalent required; Bachelor's degree in a relevant field or a combination of education and experience preferred.
  • 1-3 years of experience in banking, bank operations, retail, or customer service is essential.
    • Preferred experience in one or more bank operations functions.
    • Preferred experience in retail or commercial banking.
  • Prior experience in a Contact Center environment is advantageous.
  • Familiarity with electronic communication methods such as email and chat is preferred.
  • Fluency in both Spanish and English, with strong verbal and written communication skills.
  • Willingness to work a set or rotating schedule, including evenings and weekends.
  • Proficiency in Microsoft Office applications and ability to operate standard office equipment.
  • Excellent interpersonal and communication skills are required.
  • A commitment to providing outstanding customer service is essential.
  • Professional telephone etiquette and a friendly demeanor are expected throughout the workday.
  • Strong analytical and problem-solving abilities are necessary.
  • Ability to make informed decisions quickly and troubleshoot issues effectively.
  • Team-oriented with strong collaboration skills.
  • Ability to manage multiple tasks and maintain attention to detail.
  • Willingness to participate in ongoing training and compliance programs.
JOB FUNCTIONS
  • Process requests including check orders, stop payments, and account maintenance.
  • Manage debit card maintenance requests, including limit increases and closures.
  • Support and resolve complex debit card issues.
  • Provide troubleshooting assistance for Online/Mobile Banking and Bill Pay services.
  • Meet or exceed personal performance goals that contribute to departmental objectives.
  • Deliver exceptional customer service, ensuring a positive experience across all support channels.
  • Engage with customers and colleagues in a professional and caring manner, representing the bank's values.
  • May assist in mentoring team members and developing training materials.
  • Support various customer communication channels, including email, chat, and secure messaging.
  • May develop expertise in specific areas of support as a Subject Matter Expert.
  • May involve identifying and promoting bank products and services that meet customer needs.
  • Complete all assigned training as required by the Customer Contact Center.
  • Maintain comprehensive knowledge of all bank products and services.
  • Minimize absences to support team performance and objectives.
  • Other duties as assigned.
SUPERVISORY RESPONSIBILITY

This position has no direct reports.

WORK ENVIRONMENT

The work location will be within the bank's operational footprint.

POSITION TYPE

This is a full-time role requiring flexibility to work evenings and weekends as necessary.

TRAVEL

This position may involve up to 25% travel.

OTHER

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant based on race, color, sex, age, national origin, religion, sexual orientation, gender identity, veteran status, disability, or any other protected class.

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

This job description is not intended to be an exhaustive list of all activities, duties, or responsibilities required of the employee. Other duties may be assigned as necessary.

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