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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong customer service skills in a contact center environment, effectively communicating financial information and solutions while navigating multiple systems. Bilingual capabilities in Spanish and English enhance customer interactions and support diverse client needs.
Highest-signal resume keywords
Customer Service ExperienceBilingual (Spanish)Financial Transaction HandlingProblem-Solving SkillsInterpersonal Communication Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Financial Transaction HandlingCustomer Relationship ManagementDigital Banking SolutionsAccount UpdatesBalance InquiriesDispute HandlingCompliance NavigationPC SkillsTechnology ProficiencyConfidential Information Handling
Soft Skills
Team CollaborationEffective CommunicationTime ManagementResiliencyPositive Attitude
Certifications & Qualifications
High School DiplomaGED
Industry Keywords
Contact CenterRetail BankingCustomer InquiriesSelf-Service OptionsPerformance Management
About the role
Key responsibilities & impact- Provide quality customer service and sales in a contact center environment
- Promote strong and lasting customer relationships
- Handle inbound phone, written, chat, and other customer or internal-business-partner inquiries
- Understand customer needs and provide solutions at first point of contact
- Communicate relevant product and service solutions, including digital banking and self-service options
- Navigate multiple systems and applications while ensuring call risk and compliance
- Complete financial transactions such as account updates, balance inquiries, statement requests, balance transfers, and dispute handling
- Follow bank policies and procedures to reduce customer and business risk
- Refer complex questions to experienced personnel and consult on problems as needed
- Collaborate as a team member and support a positive, diverse, and inclusive work environment
- Participate in performance management, ongoing development, and cross-training
- Pursue personal career development and implement leadership-directed action plans
- Meet individual and team business objectives
Requirements
What you’ll need- High School Diploma or GED
- 1+ years of related customer service experience; or equivalent work experience to include 1+ years prior experience in Retail, banking, or contact center experience preferred
- Able to communicate financial information clearly and accessibly to a wide range of customers
- Team oriented with the ability to work in a fast-paced, challenging work environment with resiliency
- Ability to assist customers on the phone for long periods within the agreed schedule, including possible weekends, late nights or overnights, and holidays
- Ability to arrive on-time and ready to receive customer calls as scheduled
- PC skills and ability to use or learn current technology and software applications
- Excellent interpersonal and verbal communication skills required
- Experience handling confidential information required
- Effective written communication skills preferred
- Excellent problem-solving and time management skills
- Must be able to effectively support customers using the designated primary language (Spanish and/or English) in the assigned queue
- Bilingual (Spanish) representatives must take calls, answer inquiries, translate documents, and complete transactions in both English and Spanish
- Must be work authorized in the United States without employer sponsorship
- Ability to be onsite for training, moments that matter, and other applicable meetings/events
Benefits
Comp & perks- Health and well-being benefits
- Savings and retirement programs
- Paid time off, including Vacation PTO, Flex PTO, and Holiday PTO
- Banking benefits and discounts
- Career development
- Reward and recognition
- Regular career, development, and performance conversations with manager
- Online learning platform
- Mentoring programs
- Training and onboarding sessions
- Variable compensation/incentive awards, including eligibility for cash and/or equity incentive awards
- Equal opportunity employment
- Applicant disability accommodations