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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 providing solutions to customer inquiries. Proficient in navigating multiple systems while adhering to compliance and risk management protocols.
Highest-signal resume keywords
Customer Service ExperienceBilingual (Spanish) CommunicationFinancial Transaction HandlingProblem-Solving SkillsPC 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 Inquiry ResolutionDigital Banking SolutionsRisk ManagementCompliance AdherenceAccount UpdatesBalance InquiriesDispute HandlingSelf-Serve OptionsCross-Training Participation
Soft Skills
Interpersonal CommunicationVerbal CommunicationTime ManagementTeam CollaborationResiliency
Tools & Technologies
Contact Center SoftwarePC ApplicationsDigital Banking PlatformsCommunication ToolsCustomer Relationship Management Systems
Certifications & Qualifications
High School DiplomaGED
Industry Keywords
Contact CenterRetail BankingCustomer ExperienceFinancial ServicesConfidential Information Handling
About the role
Key responsibilities & impact- Provide quality customer service and sales in a Contact Center environment
- Create exceptional customer experiences through inbound phone, written, chat, or other inquiries
- Understand customer needs and provide solutions at first point of contact
- Communicate relevant product and service solutions, including digital banking and self-serve options
- Navigate multiple systems and applications while ensuring proper call risk and compliance
- Complete financial transactions, including account updates, balance inquiries, statement requests, balance transfers, and dispute handling
- Follow bank policies and procedures to reduce risk to customers and the business
- Refer complex questions to experienced personnel or consult as needed
- Collaborate with the team and support a positive, diverse, and inclusive work environment
- Participate in performance management, ongoing development, and cross-training
- Participate in career development and implement leadership-directed action plans
- Be onsite for training, moments that matter, and other applicable meetings or events as required by the business
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 of time within the agreed upon set schedule shift, which may include weekends, late night or overnights, and holidays
- Ability to arrive on-time and ready to receive customer calls as scheduled throughout the shift
- Must have PC skills with the ability to use/learn current technology and software applications related to position
- Excellent interpersonal and verbal communication skills required
- Experience handling confidential information required
- Effective written communication skills preferred
- Excellent problem-solving and time management skills
- Support the achievement of business objectives by meeting individual and team objectives
- Must be able to effectively support customers using designated primary language (Spanish and/or English) in assigned queue
- Bilingual (Spanish) contact center representatives must be able to take phone calls, answer customer inquiries, translate documents and other transactions as necessary in both English and Spanish
- Must be work authorized in the United States without the need for employer sponsorship
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
- Regular career, development, and performance conversations
- Online learning platform
- Mentoring programs
- Training and onboarding sessions
- Reward and recognition
- Variable compensation/incentive awards, including eligibility for cash and/or equity incentive awards