What are the responsibilities and job description for the Customer Service Representative (Temporary) position at BCP-MIAMI AGENCY?
Customer Service Representative (Temporary)
Department: Customer Relations
Duration: 6 months
Location: On-site during the first three months, followed by a hybrid schedule.
Position Summary
We are seeking a Customer Service Representative on a temporary basis to support the Customer Relations Department. This role is the primary point of contact between BCP Miami and our clients providing personalized attention and tailored support.
Key Responsibilities
1. Handle daily inquiries received directly from clients; coordinate with other departments within the bank to resolve any issues/inquiries.
2. Ensure a high level of customer satisfaction through clear communication and proactive support.
3. Perform annual revision of client files for documentation update. Advice, coordinate and follow up with customers and/or corresponding account officers for any information and/or missing documentation.
4. Update customer account information and databases as requested by clients.
5. Process account opening/closing while ensuring the policies and procedures and the requirements of Compliance are met.
6. Support clients with any questions or missing information regarding any transaction (i.e., wire transfers, test key, bill payments, returned checks, checkbook requests, etc.).
7. Process customer Call Backs to confirm wire transfer instructions according to the Department policies and Procedures.
8. Help Compliance Department with customer inquiries/investigations.
9. Provide guidance to clients on how to access and navigate Banca Virtual.
10. Assist as dual control to others costumer relations agents in opening accounts procedures.
11. Carry out other duties as reasonably required by Management.
12. Maintain knowledge to ensure adherence with all applicable regulatory requirements and Compliance policy and procedures, and adhere to all such standards, both legal and regulatory, to avoid exposing the Bank to undue risk.
Required Qualifications
- Associate degree (AA) or equivalent from two-year College or technical school; or 1 to 3 years in banking related experience and/or training; or equivalent combination of education and experience.
- Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
- Basic understanding of Windows operating system
- Highly reliable with the ability to maintain regular attendance and punctuality.
- The ability to evaluate, troubleshoot, and follow-up on customer issues.
- An aptitude for conflict resolution, problem-solving, and negotiation
- Must be customer service oriented (empathetic, responsive, patient, and conscientious)
- Ability to multi-task, stay focused, and self-manage.
- Strong team orientation and customer focus
- Familiarity with regulatory requirements (OFAC, BSA/AML).
- High attention to detail and accuracy.
- Fluent in English and Spanish (written and spoken).