What are the responsibilities and job description for the Bilingual Customer Support Specialist position at Origin Bank?
Summary Resolves financial and non-financial customer inquiries; provides personalized service to meet or exceed clients' time and quality expectations; executes transactions promptly and accurately responds to client requests and inquiries by performing the following duties. Fluent in Spanish and English.
Duties and Responsibilities include the following.
This job has no supervisory responsibilities.
Competencies - To perform the job successfully, an individual should demonstrate the following competencies:
Analytical and Design - Collects and researches data; Demonstrates attention to detail.
Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully.
Interpersonal Skills/Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Meets commitments; Maintains confidentiality; Listens to others without interrupting.
Oral and Written Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Writes clearly and informatively; Able to read and interpret written information.
Teamwork - Balances team and individual responsibilities; Contributes to building a positive team spirit; Puts success of team above own interests.
Organizational Support - Follows policies and procedures; Supports organization's goals and values.
Judgment - Exhibits sound and accurate judgment; Includes appropriate people in decision-making process.
Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently.
Professionalism - Reacts well under pressure; Treats others with respect and consideration regardless of their status or position.
Quality and Quantity - Demonstrates accuracy and thoroughness; Completes work in timely manner.
Adaptability, Initiative and Innovation - Adapts to changes in the work environment; Able to deal with frequent change, delays, or unexpected events; Asks for and offers help when needed.
Attendance/Punctuality and Dependability - Is consistently at work and on time; Follows instructions, responds to management direction; Commits to long hours of work when necessary to reach goals.
Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education And/or Experience
High school diploma or general education degree (GED); six months to one year customer service, call center, sales or banking experience. Fluent in Spanish and English.
Computer Skills
To perform this job successfully, an individual should have knowledge of the Internet, Outlook, Microsoft Word and Excel. Ability to use bank-specific software such as MPC, IBS, ADP, etc. Ability to use basic office machines.
Other Skills
General knowledge of internal transfers/payments, E-Statements, P2P, External Transfers, Personal Finance Manager/Yoodle, Bill Pay and new enhancements.
Bank Culture/Customer Service Skills
Promotes the Bank’s culture, including the support of our Brand promise and Core Values.
Ability and judgment to interact and communicate appropriately with other employees, customers and supervisor. Ability to serve customers, both internal and external, (community/public) in a manner that will reflect superior customer relations and enhance the overall marketing effort of Origin Bank.
Physical Demands While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk; sit and use hands to finger, handle, or feel. The employee is occasionally required to reach with hands and arms; climb or balance and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision and ability to adjust focus.
Work Environment The noise level in the work environment is usually moderate.
This job description reflects management's assignment of essential functions. It does not prescribe or restrict the tasks that may be assigned. Origin Bank shall, in its discretion, modify or adjust the position to meet the Bank’s changing needs. This job description is not a contract and may be adjusted as deemed appropriate in the Bank’s sole discretion.
Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category under applicable federal, state, and local laws. Know Your Rights
Remote positions are intended to be filled in states within our footprint, which includes: Alabama, Florida, Louisiana, Mississippi, and Texas. Any exception to this policy requires further regulatory review and approval by management.
Duties and Responsibilities include the following.
- Maintains service level standards established for Customer Support Staff to assure standardization and handles each call according to our service standards – call customer by name, offer additional assistance, thank them for their business, etc.
- Fluent in Spanish and English.
- Logs and supports all inbound calls as it relates to loans, deposits, online banking, cards, ACH, etc.
- Analyzes customer relationships to determine additional needs or products that best fit their needs; develops and strengthens customer relationships by offering products and services to customers and prospective customers.
- Processes transactions including account-to-account transfers, loan payments, maintenance and research requests.
- Processes customer requests such as check orders, Stop Payments, address changes and other customer information changes.
- Logs and processes maintenance requests such as ATM/Debit Cards, E-Banking, Mobile Banking and Telephone Banking.
- Logs and processes account errors, fraudulent transactions and miscellaneous disputes for deposit and loan accounts; logs Reg E Disputes and forwards to Account Services.
- Adds special instructions, notes and customer comments to accounts.
- Handles rate inquiries for deposits.
- Uses “Product Profiles” to handle various requests for all account types and services.
- Provides customer assistance with Consumer Electronic Banking (CeB) as it relates to password resets, log in issues, and basic system navigation.
- Provides customer support for CeB & BeB Mobile banking and mobile remote deposit.
- Provides backup support to switchboard.
- Gains clear understanding of bank's service policies, systems and legal compliance regulations, as well as products and services.
- Keeps equipment operational by following established procedures; reporting malfunctions.
- Updates job knowledge by participating in educational opportunities.
- Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments
This job has no supervisory responsibilities.
Competencies - To perform the job successfully, an individual should demonstrate the following competencies:
Analytical and Design - Collects and researches data; Demonstrates attention to detail.
Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully.
Interpersonal Skills/Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Meets commitments; Maintains confidentiality; Listens to others without interrupting.
Oral and Written Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Writes clearly and informatively; Able to read and interpret written information.
Teamwork - Balances team and individual responsibilities; Contributes to building a positive team spirit; Puts success of team above own interests.
Organizational Support - Follows policies and procedures; Supports organization's goals and values.
Judgment - Exhibits sound and accurate judgment; Includes appropriate people in decision-making process.
Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently.
Professionalism - Reacts well under pressure; Treats others with respect and consideration regardless of their status or position.
Quality and Quantity - Demonstrates accuracy and thoroughness; Completes work in timely manner.
Adaptability, Initiative and Innovation - Adapts to changes in the work environment; Able to deal with frequent change, delays, or unexpected events; Asks for and offers help when needed.
Attendance/Punctuality and Dependability - Is consistently at work and on time; Follows instructions, responds to management direction; Commits to long hours of work when necessary to reach goals.
Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education And/or Experience
High school diploma or general education degree (GED); six months to one year customer service, call center, sales or banking experience. Fluent in Spanish and English.
Computer Skills
To perform this job successfully, an individual should have knowledge of the Internet, Outlook, Microsoft Word and Excel. Ability to use bank-specific software such as MPC, IBS, ADP, etc. Ability to use basic office machines.
Other Skills
General knowledge of internal transfers/payments, E-Statements, P2P, External Transfers, Personal Finance Manager/Yoodle, Bill Pay and new enhancements.
Bank Culture/Customer Service Skills
Promotes the Bank’s culture, including the support of our Brand promise and Core Values.
Ability and judgment to interact and communicate appropriately with other employees, customers and supervisor. Ability to serve customers, both internal and external, (community/public) in a manner that will reflect superior customer relations and enhance the overall marketing effort of Origin Bank.
Physical Demands While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk; sit and use hands to finger, handle, or feel. The employee is occasionally required to reach with hands and arms; climb or balance and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision and ability to adjust focus.
Work Environment The noise level in the work environment is usually moderate.
This job description reflects management's assignment of essential functions. It does not prescribe or restrict the tasks that may be assigned. Origin Bank shall, in its discretion, modify or adjust the position to meet the Bank’s changing needs. This job description is not a contract and may be adjusted as deemed appropriate in the Bank’s sole discretion.
Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category under applicable federal, state, and local laws. Know Your Rights
Remote positions are intended to be filled in states within our footprint, which includes: Alabama, Florida, Louisiana, Mississippi, and Texas. Any exception to this policy requires further regulatory review and approval by management.