Call Center Specialist - Bilingual
Metairie Bank & Trust Co.
Position Summary: As a Call Center Specialist, your primary functions will include providing service and support for customers over the telephone. Responding to customer requests that are both routine in nature and some that require extensive research. Research may include using problem solving skills to identify and resolve issues with payment systems, mobile banking, internet banking, and other transaction or account related situations. Essential Functions of the Job: Manage the incoming call queue, take incoming calls, enter customer contact notes, use problem solving skills to resolve customer problems and provide solutions that meet the best needs of the customers and the bank. Handle high volume incoming calls from customers and vendors. Research solutions to customer issues and escalate the call to the appropriate department when the issue exceeds position authority. Provide excellent customer service and develop customer relationships. Reset passwords, challenge questions, and PINs for customers using Electronic Banking procedures and policy. Setup online and telephone banking for new and existing customers. Review and analyze reports. Monitor and test bank systems for quality control. What We Are Looking For: Experience in banking preferred. Read, Write, and Speak fluent Spanish. Excellent analytical skills, including the ability to define problems, collect data, establish facts, and draw valid conclusions. Proven organizational and facilitation skills. Demonstrated expertise in analysis and decision support. Experience with Windows-based computer programs required. Experience with the Microsoft Office required. Good verbal communication skills and ability to write and speak clearly and concisely. Ability to communicate face-to-face and on the phone, following the Bank’s customer service standards. Must be a team player and possess good people skills to establish interpersonal relationships and maintain them over time. Ability to solve practical problems and multi-task with a variety of variables in situations where only limited standardization exists. Ability to work independently and complete assigned projects with minimal supervision.
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