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Spanish-Speaking Customer Care Representative

2 months ago

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

Reports To: Contact Center Team Lead/ Supervisor

Direct Reports: N/A

Salary Grade: 5

SUMMARY

In adherence to established policies and procedures, this customer service role will assist both our English and Spanish-speaking clientele by fulfilling a diverse range of high-quality service requests presented to our on-site Customer Contact Center team via phone, chat, secure messaging, and email. Responsibilities mirror those performed in a branch office, emphasizing First Contact Resolution while mitigating risks for both the bank and the customer, consistently delivering exceptional customer service.

EDUCATION AND EXPERIENCE REQUIREMENTS
  • High school diploma or equivalent required; Bachelor's degree in a relevant field or an equivalent combination of education and work-related experience preferred.
  • 1-3 years of experience in banking, bank operations, retail, or customer service required.
    • 1 - 3 years' experience in one or more banking operations functions preferred.
    • 1 - 3 years' experience in retail or commercial banking preferred.
  • Prior Contact Center experience in any professional setting is a plus.
  • Experience with email, chat, or other electronic communication methods preferred.
  • Fluent in both Spanish and English, with strong verbal and written communication skills; translation capabilities are a plus.
  • Able to work a set or rotating schedule that may include evenings and weekends.
  • Proficient in Microsoft Office applications with the ability to operate standard office equipment.
  • Exemplary interpersonal and communication skills.
  • Passionate about delivering superior customer service.
  • Exhibits professional and welcoming telephone etiquette; maintains a friendly and courteous demeanor throughout the workday.
  • Strong computer and technology skills.
  • Ability to thrive in a high call volume, fast-paced work environment.
  • Skilled in managing and resolving customer complaints.
  • Ability to closely and accurately follow established processes and procedures.
  • Self-motivated and proactive.
  • Team-oriented with collaboration skills; ability to work effectively in a team environment.
  • Ability to manage multiple tasks simultaneously.
  • Strong attention to detail and accuracy in work.
  • Analytical and problem-solving skills with a demonstrated capacity for sound judgment.
  • Ability to make informed decisions quickly and execute those decisions confidently; capable of troubleshooting issues and providing solutions.
  • Committed to achieving individual performance goals set by leadership to ensure the team meets or exceeds its objectives.
  • Successfully complete all Contact Center training programs, including but not limited to required courses and periodic assessments.
  • Participate in all necessary compliance training, including Bank Secrecy Act/anti-money laundering training, as well as internal and external training programs, online training, meetings, and seminars/conferences.
JOB FUNCTIONS
  • Handles requests including but not limited to processing check orders, stop payments, account maintenance, and statements.
  • Manages debit card maintenance requests, including limit increases, card closures/reorders, travel notices, etc.
  • Supports and resolves complex debit card issues.
  • Provides Online/Mobile Banking and Bill Pay support/troubleshooting for both consumer and business clients.
  • Meets and exceeds personal performance goals that contribute to the overall objectives of the department.
  • Delivers exceptional customer service by creating a positive experience for each customer across all support channels.
  • Interacts with customers and colleagues in a professional and caring manner, representing United Community Bank as "The Bank that Service Built."
  • May assist in mentoring teammates and contributing to training resource materials.
  • Supports customer channels, including but not limited to email, chat, secure messaging, and telephone.
  • May involve developing a specialized support niche as a Subject Matter Expert in one or more areas of service.
  • May include actively seeking, referring, and/or selling bank products and services that align customer needs with UCB's offerings.
  • Successfully completes all training as assigned by the Customer Contact Center and/or UCB.
  • Maintains comprehensive knowledge of all bank products and services.
  • Keeps absences to a minimum, understanding the interdependence of team members in meeting or exceeding performance goals and objectives.
  • Other duties as assigned.
SUPERVISORY RESPONSIBILITY

This position has no direct reports.

WORK ENVIRONMENT

Work location will be within the UCB footprint.

POSITION TYPE

This is a full-time position that requires schedule flexibility to work evenings and weekends as needed.

TRAVEL

This position may require up to 25% travel.

OTHER

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

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

The job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee. Other duties, responsibilities, and activities may change or be assigned at any time with or without notice.