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Customer Service Representative (Bilingual)

First Fidelity Bank


Location:
Norman, OK
Date:
04/20/2017
Job Code:
401
Categories:
  • Customer Service
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Job Details

Careers - First Fidelity Bank N.A.

Customer Service Representative (Bilingual)

Location: Downtown Norman
Department: Customer Service
Specific Hours: 9:30am - 6:30pm Monday - Friday
Avg. Hours (Per week): 40
# of openings: 1
Type: Full-Time
FLSA Status: Non-Exempt
Travel: None

Description

SUMMARY

Develops and maintains strong client relationships by recognizing client needs through effective listening skills, asking need-defining questions, and recommending appropriate products or services.  Collects and analyzes data resulting in problem solving and client solutions.  Demonstrates a strong desire to build client respect and trust through credibility, friendliness, sincerity, and patience.  Uses excellent telephone communication skills to present his or herself as a skilled professional putting the client at the center of every interaction.

PRIMARY DUTIES/RESPONSIBILITIES:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

  • Provides prompt, courteous, and accurate service to bank clients via the telephone
  • Continually learns more about bank products and services
  • Recognizes client needs and matches them with appropriate products through sales or referrals
  • Demonstrates  effective team skills and  contributes ideas and suggestions that benefit the team and clients
  • Makes efficient use of time despite  frequent interruptions
  • Works well in a group setting and maintains a courteous and professional demeanor
  • Provides technical support for bank wide products such as online banking as well as many others
  • Assists clients with loan and new account applications including scheduling closings at a branch location
  • Inputs check card disputes for clients by phone
  • Answers incoming calls at the Central Switchboard as needed
  • Performs other relevant duties as assigned

QUALIFICATIONS

EXPERIENCE REQUIREMENTS:

  • At least one year previous banking and/or call-center experience required
  • Ability to speak, read, and write in Spanish is required

EDUCATION REQUIREMENTS:

  • High school diploma or equivalent required

OTHER REQUIREMENTS (SKILLS, ABILITIES, CHARACTERISTICS):

  • Thorough knowledge and understanding of products and services offered
  • Strong organizational skills that enable multiple tasks to be balanced
  • Effective communication skills, both verbal and written
  • Ability to consistently handle a large volume of calls
  • Independent decision making ability within defined guidelines
  • Adapts quickly to change and remains flexible
  • Ability to stay calm and professional under pressure
  • Ability to maintain good team spirit and communication
  • Enjoys a fast paced and changing environment

ADDITIONAL INFORMATION

SUPERVISORY RESPONSIBILITY:  None

PHYSICAL REQUIREMENTS:

  • Must be able to work within routine office environment. 

AA/EOE M/F/D/V MEMBER FDIC




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