Bilingual Customer Care Relationship Banker

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The Position

Job Title

Bilingual Customer Care Relationship Banker

Job Description

SUMMARY

The Bilingual (English/Spanish) Customer Care Relationship Banker will be responsible for connecting with customers over the phone to understand and meet their financial needs using First United Bank’s products and services. This individual must be fluent in both English and Spanish to effectively serve and communicate with our diverse customer base. The role includes customer service, sales, and relationship management while reaching or exceeding established goals. This banker will master First United Bank’s delivery process and product knowledge to develop strong customer relationships by performing the following essential duties.

MAJOR DUTIES AND RESPONSIBILITIES (ESSENTIAL FUNCTIONS)

• Receives incoming calls from customers and employees — both English and Spanish-speaking — with a broad range of Customer Service inquiries and works to find effective solutions.
• Provides assistance with card services and customer-facing technologies such as online banking, mobile banking, and telephone banking, ensuring bilingual support is consistently available.
• Maintains a thorough knowledge of all First United Bank products, services, procedures, and policies, communicating information clearly and accurately in both English and Spanish.
• Follows all proper procedures accurately and efficiently for customer-servicing activities performed.
• Serves as a single point of contact for customers in order to retain existing customers and develop new customer relationships across both language groups.
• Consistently meets and often exceeds performance goals, actively participates in sales campaigns, promotes new products and services, and educates customers and peers within the bank.
• Participates in meetings, bank functions, and customer appreciation/community events as requested or assigned by a supervisor.
• Consistently delivers excellent customer service by offering personalized, bilingual support over the phone to build rapport and generate customer loyalty.
• Identifies and matches customer product needs with First United Bank offerings by interviewing customers in their preferred language and referring them appropriately to ensure all needs are met.

ADDITIONAL DUTIES AND RESPONSIBILITIES

• Completes all required compliance exams annually.
• Adheres to all First United Bank policies and procedures.
• Dresses professionally and represents the bank positively in all interactions.
• Other duties as assigned by manager.

EMPLOYEE SPECIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made for individuals with disabilities to perform the essential functions.

Education and Work Experience

• High School Diploma required; some college preferred.
• One year of retail or equivalent customer service experience preferred.
• Fluency in both English and Spanish (spoken and written) is required.

Technical/Functional Competencies

• Superior customer service and communication skills in both English and Spanish.
• Basic mathematics to solve problems accurately.
• Demonstrated precision and attention to detail in daily work.
• Positive attitude and ability to establish and cultivate strong personal connections.
• Ability to effectively read, write, and verbally communicate with customers and co-workers in both languages.
• Time management skill