Bilingual Customer Service Representative

Purpose of Position

The Bilingual Customer Service Representative (CSR) serves as a frontline ambassador of WCF Financial Bank by providing exceptional customer service in both English and Spanish. This role provides personal banking assistance, supports teller and back-office operations, and ensures that every customer interaction reflects the Bank’s commitment to outstanding service and financial integrity.

Primary Responsibilities

Customer Service and Personal Banking

• Provide bilingual translation and interpretation support for all bank departments as needed.
• Assist customers with account inquiries, maintenance, and problem resolution.
• Engage customers to identify additional financial needs and recommend appropriate products.
• Open new accounts, including:

Checking and Savings Account

Certificates of Deposit (CDs)

Individual Retirement Accounts (IRAs)

Business Accounts (Checking, Savings, CDs)

• Provide referrals to the loan department.
• Assist with digital banking questions, fraud investigations, and wire transfers.
• Order checks and handle foreign currency requests.
• Support receptionist duties by answering phones and assisting callers.

Teller Operations

• Accurately process deposits, withdrawals, transfers, and check cashing.
• Assist with CD renewals/redemptions and U.S. Treasury Savings Bond redemptions.
• Balance teller drawer, cash recyclers (TCR), ATM, and vault daily.
• Process ATM and Night Depository transactions.

Back-Office Support

• Perform account reconciliations and exception item processing.
• Manage bank cash ordering and deposits.
• Conduct account research and maintenance check-backs.
• Review and monitor reports.
• Assist with special projects as assigned.

Compliance and Training

• Complete required annual training on time.
• Uphold and enforce all company policies and procedures.
• Follow directives established by management and the Board of Directors.
• Support organizational and departmental objectives.

Skills and Competencies

• Fluency in both English and Spanish, including verbal and written communication.
• Enthusiasm, sound judgment, and problem-solving skills.
• Commitment to delivering exceptional customer service.
• Effective verbal, written, and mathematical skills.
• Proficiency with basic computer functions.
• Ability to multi-task and prioritize effectively.
• Adaptability to change, including adoption of new technologies.
• Ability to maintain confidentiality.
• Positive attitude and team-oriented mindset.

Qualifications/Requirements

· High School diploma or equivalent. Associate’s degree preferred.

· Prior banking experience preferred but not required.

· Prior customer service experience strongly preferred.

Schedule

Bank hours:

• Monday–Friday: 8:00 AM – 5:00 PM
• Saturday (Drive-through only): 9:00 AM – 12:00 PM
• Note: Monday–Friday shifts include a one-hour unpaid lunch.

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Retirement plan
• Vision insurance

Work Location: In person