Memphis, Tennessee, United States · On-site
Description JOB SUMMARY The Bilingual (English and Spanish) customer service representative is responsible for working in the Customer Service Department and Contact Center and answering in-bound customer calls and digit…
Skills: Bilingual English and Spanish, Customer Service, Contact Center Operations, Telephone Etiquette, Verbal Communication
Memphis, Tennessee, United States • On-site
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Manage inbound and outbound customer communications via phone and digital channels to resolve inquiries and complaints. Identify sales opportunities to recommend additional bank products and services to customers.
Requires fluency in English and Spanish and a high school diploma or equivalent. Previous experience in banking or contact centers is preferred along with proficiency in Microsoft Office.
Description
JOB SUMMARY
The Bilingual (English and Spanish) customer service representative is responsible for working in the Customer Service Department and Contact Center and answering in-bound customer calls and digital communications and making out-bound customer and marketing calls and digital communications. Supports customer service operations by managing contacts and completing corresponding administrative activities.
· Bilingual: English and Spanish
· High School Diploma or equivalent
· Previous bank experience preferred
· Previous customer and/or contact center experience preferred
· Excellent telephone etiquette and listening skills
· Excellent verbal and written communication skills
· Ability to prioritize in a fast-paced, high-volume environment with minimal supervision
· Effective time-management skills
· Knowledge of computer systems used to access various pieces of information, including effective knowledge of Microsoft Office and online banking
Duties will vary dependent upon section assigned in the contact center. Duties may include, but are not limited to:
· Receive and respond to a high volume of telephone inquiries from internal and/or external customers
· Respond promptly to any questions or comments, voice mails, correspondence, chats, and emails
· Follow-through on customer inquiries, requests or complaints; resolve issues promptly; place follow-up telephone calls to customers as necessary
· Demonstrate understanding and appreciation of customer priorities and seek out long-term benefits to the customer. Evaluate information and take responsibility to solve customer's problems
· Build customer loyalty by establishing rapport with customers. Respond to customers in a tactful and responsive manner
· Handle irate or difficult customers appropriately; see issues from their point of view
· When appropriate, take ownership of conversations as appropriate rather than referring issues to another unit or supervisor
· Convey information to customers in a clear, logical and easy to understand manner. Adjust communication style and tailor content to customers and others to ensure understanding
· Demonstrate understanding of the potential problems of cross-cultural communication
· Summarize outcome of discussion with customers to ensure that all requests or problems have been addressed
· Ensure procedures for completing work tasks are carefully followed. Perform work tasks with a focus on quality and attention to detail. Follow through on work commitments
· Develop a daily planning system; prioritize important or urgent tasks. Plan the best use of time by using time-management tools
· Identify the need for and collect information to better understand issues, problems and opportunities; make necessary contacts to obtain information. Include others in decision-making process, as warranted, to obtain good information. Make the most appropriate decision
· Model team commitment by adhering to the team’s expectations and guidelines and fulfilling personal responsibilities to the team
· Identify sales opportunities. Evaluate a customer’s current relationship and business objectives to effectively recommend additional products or services. Proactively suggest products or services that meet the customer’s needs. Identify and cross-sell other bank products or services
Independent Bank Group, Inc. is a bank holding company. Through the Company's subsidiary, Independent Bank (the Bank), the Company provides a range of commercial banking products and services tailored to meet the needs of businesses, professionals and individuals. As of December 31, 2016, the Company operated 41 banking offices in the Dallas/North Texas area, the Austin/Central Texas area, and the Houston metropolitan area. The Company offers residential mortgages through its mortgage brokerage division. As a mortgage broker, the Company originates residential mortgages, which are sold into the secondary market shortly after closing. The Company also provides wealth management services to its customers, including investment advisory and other related services. The Company offers a range of commercial and retail lending products to businesses, professionals and individuals. Deposits are the Company's principal source of funds for use in lending and other general banking purposes.
Offices: 1600 REDBUD BLVD, Mckinney, Texas 75069-3258, us
Independent Bank Group, Inc. is a bank holding company. Through the Company's subsidiary, Independent Bank (the Bank), the Company provides a range of commercial banking products and services tailored to meet the needs of businesses, professionals and individuals. As of December 31, 2016, the Company operated 41 banking offices in the Dallas/North Texas area, the Austin/Central Texas area, and the Houston metropolitan area. The Company offers residential mortgages through its mortgage brokerage division. As a mortgage broker, the Company originates residential mortgages, which are sold into the secondary market shortly after closing. The Company also provides wealth management services to its customers, including investment advisory and other related services. The Company offers a range of commercial and retail lending products to businesses, professionals and individuals. Deposits are the Company's principal source of funds for use in lending and other general banking purposes.
Offices: 1600 REDBUD BLVD, Mckinney, Texas 75069-3258, us