Call Center Rep. Bilingual (Debit/Credit Inquiries)

The Bilingual Card Services Customer Service Associate supports inquiries regarding fraud, lost/stolen cards, travel notifications, credit card payments and debit/ATM disputes, using excellent customer service and multitasking skills that will provide our customers with the best possible experience. Patience and understanding is key to providing solutions to bank account, debit or credit card related issues. This role gives the opportunity to work with many teams such as Customer Service, Treasury Management, Security, Default Management, and the Branches. Availability to work a rotating schedule is required, including some evenings and Saturdays.  There is the opportunity to work a hybrid schedule with supervisor approval, after successfully completing training.

Education and Experience Requirements:

• High school diploma/GED.
• Familiarity with Microsoft Word and Excel.
• One year of customer service experience that includes dealing with external customers on a regular basis.
• Bi-lingual (English/Spanish) verbal and written communication skills required.
• Knowledge of Credit Card products and services preferred.
• Branch banking experience a plus, including knowledge of general ledger balancing or researching out-of-balance conditions.

Knowledge, Skill, and Ability Requirements:

• Ability to diplomatically handle emotionally charged telephone calls.
• Ability to effectively communicate both orally and in writing with customers and bank employees.
• Must be an involved team player and positive acceptor of on-going change.
• Attention to detail and good organizational skills.
• Ability to learn Bank products/services/fees.

Essential Functions:

• Handle customer telephone inquiries regarding ATM, debit and credit card transactions, reporting of lost/stolen items such as cards and checks. Document debit and ATM disputes as well as account fraud reporting, travel notifications, debit card limit increases and assist customers with credit card payments.
• Provide branches/departments with the back-office support necessary to help them service their customers’ needs.
• Open new business credit cards for corporate customers.
• Maintain an awareness of new operational policies and procedures and compliance of REG E and REG Z and utilize this knowledge in the day-to-day operations of the department.
• Other responsibilities as assigned.