What are the responsibilities and job description for the Bilingual Customer Care Rep position at QNBT?
General Description
The Customer Care Representative is responsible for increasing Queensborough Customer Loyalty by ensuring a consistent, positive and valuable customer experiences. Customer Care Representative will provide telephone support and problem resolution by determining customer needs, responding to inquiries, and updating and maintaining customer information.
Key Responsibilities
- Provide support to Spanish Speaking Customers
- Answers incoming customer calls in a timely manner
- Provides resolution to customer issues by researching requests, offering solutions, and providing follow up or escalation as needed
- Proactively provides alternative banking solutions when needed
- Knowledge of bank policies and procedures and acts as subject matter expert on all bank customer related systems
- Knowledge all products offered by Queensborough
- Provides support to branches on customer service related processes and procedures
- Escalates customer service issues to Customer Care Team Leader as needed
- Stays aware of any new or updated information related to bank products and procedures
- Meets productivity and performance goals while providing excellent customer service
- Participates in customer care center team goals
- Provides back up support to branches in customer service issues
- Participates in Customer Care Center Quarterly Training
- Assists in identification and development of market process efficiencies.
- Provides customer support for Deluxe, ClickSWITCH and other customer related products
- Acts as a supportive team player and a champion of the Queensborough brand both internally and externally within the community
- Flexible work schedule including Saturdays
