Bilingual Customer Service Representative

Statement of Hire:

At Signature Bank of Arkansas, we are committed to delivering memorable service beyond the customer’s expectation, to include both external and internal customers. We consistently demonstrate our values through teamwork, open communication, integrity, honesty and respect for others. Additionally, we will maintain a professional appearance through dress, conduct and an orderly work area.

A successful candidate will possess these qualities and be enthusiastic, professional and of high ethics. They will embrace our Mission, Vision and Values and actively contribute to our success.

Job Summary:

To WOW Signature Bank of Arkansas customers and other callers with professional, knowledgeable, friendly, and expedient information as requested.

Essential Duties, Responsibilities & Expectations:

• Exhibit a sense of urgency to provide the finest of customer service at all times and in all forms of verbal and written communications
• Deliver “Signature Service” standards with emphasis on personal, friendly and mannerly interaction with customers
• Provide prompt, accurate and professional service to customers via telephone and internet by maintaining knowledge of products/services, rates, policies, procedures, locations, etc. 
• Assist callers with address changes, stop payments, account inquiries, funds transfers, statement changes, research, and check reorders
• Actively seek opportunities to increase customer’s relationship with the bank by suggesting/setting up additional products and services (or referring customer to another banker as appropriate)
• Assist customers with Online Banking/Bill Pay needs: 
  • Answer Online Banking/Bill Pay Questions
  • Register for service(s)
  • Approve applications
  • Reset passwords
  • Mobile deposit 
  • Update/correct information
  • Reply to secure emails 
• Provide Assistance to automated telephone banking system customers.
• Help customers with questions/problems related to debit card:
  • Close debit cards/Assist with reorder requests
  • Reset PINs
  • Increase limits
  • Research transactions
  • Activate debit cards
• Verify information on Card Sentry debit card alerts and forward responses to locations.
• Process Internet CDs.
• Process daily, weekly and monthly reports as necessary.
• Handle miscellaneous duties and special projects as requested. 
• Perform all other tasks requested as they relate to the Bank and its functions.

Supervisory Responsibilities:  None

Compliance:

All Team Members are accountable for compliance with all laws, regulations and adherence to established internal controls and procedures when performing their job duties. Each Team Member is expected to be familiar with the legal and regulatory requirements and internal controls affecting his or her job responsibilities. It is the affirmative duty of each Team Member to carry out these responsibilities at all times in a manner that complies with all applicable legal and regulatory requirements and internal controls. All Team Members shall be responsible for communicating upward, problems in operations, noncompliance with the code of conduct, or other policy violations or illegal actions. Team Members must participate in required training on pertinent compliance laws and regulations as required by Signature Bank of Arkansas.

All Team Members will be committed to maintaining a high level of compliance with the Bank Secrecy Act and Anti Money Laundering, USA PATRIOT Act and Financial Recordkeeping regulations recognizing that all three acts are important tools in federal efforts to combat organized crime, terrorism and drug trafficking.

Education / Experience:

• High school diploma or general education degree required; college degree preferred
• Minimum of 2 years previous banking experience preferred; previous sales or customer service experience required; prior call center experience a plus.

Skills / Knowledge / Abilities:

• Ability to effectively communicate bilingually in a courteous and professional manner in English and Spanish (both written and oral) before groups of customers, team members, and management of the Bank.
• Strong computer skills and ability to utilize all necessary software applications including Microsoft Office.
• Ability to interact well with customers to include calm and professional reasoning with upset or confused customers.
• Strong listening skills with the ability to recognize opportunities for selling or referring the customer for needed products/services
• Organizational skills with ability to effectively handle multiple tasks simultaneously.
• Ability to maintain current knowledge on all financial products.
• Ability to effectively present information and respond to questions from team members, manager, customers, and the general public.
• Good interpersonal communication skills to effectively relate to all levels of the Bank staff.
• Sound reasoning and judgment skills.
• Must be self-motivated and work well in a team environment.

Working Conditions / Environment / Potential Hazards:

• General office environment
• May be necessary to work extended hours
• Periodic travel
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Requirements:

• Able to sit or stand for an extended period of time
• Able to lift up to 15 pounds
• Use of fine motor skills