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Customer Service Representative - Bilingual

Abundant Solutions Tulsa ,OK
  • Expired: over a month ago. Applications are no longer accepted.
Job Description: JOB PURPOSE The bilingual Customer Service Representative provides services to English and Spanish speaking customers. The incumbent in this position provides superior customer service and supports the internal operations of the Bank by performing a variety of customer service duties and processing or resolving customer related problems. Customer service is primarily handled over the phone, but may also be through e-mail or other written communication. The incumbent is responsible for staying alert to pick up on clues from the customer in order to make recommendations or referrals of Bank products and services that will provide solutions for life by meeting the needs of every customer. PRINCIPAL ACCOUNTABILITIES 1. Demonstrates exceptional customer services skills and adheres to the EXCEED Customer Service Standards. 2. Communicates in an effective and articulate manner both verbally and in writing while demonstrating excellent use of grammar, spelling, and punctuation when responding to customer e-mails, voice mail, or phone calls. 3. Maintains knowledge and keeps abreast of changes related to the features and benefits of all products and services in order to make recommendation and referrals as needed to external or internal customers. 4. Demonstrates the ability to troubleshoot problems and find solutions for various situations or products such as online banking, bill pay debit cards, merchant services, etc. 5. Performs on a regular or rotating basis (or when acting as a backup in the absence of personnel), a variety of customer service and clerical duties, including but not limited to: CIF maintenance, fee reversals, address changes, closing accounts, ordering checks, fresh start, encoding errors, daily reports, BOK balancing; adding and maintaining Jack Henry cases, etc. 6. Performs on a regular or rotating basis (or when acting as a backup in the absence of personnel), various Online Banking duties, such as, setting up or deleting online banking accounts; adding or deleting accounts to existing online banking accounts; unlocking customer from Bank Management and Multifactor; solving problems with online banking, e-statements, mobile banking; and performing other Online Banking related duties while doing so in an accurate and timely manner. 7. Performs on a regular or rotating basis (or when acting as a backup in the absence of personnel), various ATM/Debit card duties, such as ordering and closing ATM/Debit cards; trouble shooting and solving ATM/Debit card problems; submitting travel notifications; Fraud Watch notifications; daily CACM file, Apple pay reports and other bank card related duties while doing so in an accurate and timely manner. 8. Performs on a regular or rotating basis (or when acting as a backup in the absence of personnel), various Bill Pay duties, such as setting up bill pay accounts, adding or deleting account numbers to existing account, unlock customer bill pay accounts; changing bill pay code; solving bill pay problems; deleting accounts and performing other bill pay related duties; while doing so in an accurate and timely manner. 9. Develops and maintains a personal program for maintaining an adequate level of knowledge related to area of responsibility, demonstrates personal and interpersonal behavior, attitude, judgment, communication and initiative with customers and employees in order to ensure an acceptable degree of performance. 10. Performs any other duties as assigned. SUPERVISION The incumbent reports directly to and receives work direction from the designated supervisor. The incumbent in this job does not supervise others. CONTACTS Internally, the incumbent has contact with other customer service personnel and those in other departments to respond to questions or to obtain information and assistance in performing job duties. The incumbent is in contact with the supervisor to obtain necessary approvals or obtain answers to questions. The incumbent may serve as a member of various bank-related committees and as such have frequent contact with the members of these committees. Externally, the incumbent has frequent contact with customers to respond to questions, provide service and solve problems. The incumbent may be in contact with personnel in other banks to obtain or provide information. The incumbent will also be in contact with technicians concerning equipment maintenance. The incumbent may be involved in various civic, charitable and other organizations to develop business contacts and promote the Bank's image. The incumbent must have the ability to deal both with co-workers and the public in a professional and courteous manner. RESPONSIBILITY AND DECISION-MAKING AUTHORITY The incumbent is responsible for performing job duties in accordance with prescribed policies and procedures. The incumbent reverses service charges and closes accounts within the incumbent’s defined limits of authority. The incumbent makes recommendations, but defers to the supervisor for approval to reverse fees or when closing an account that exceeds the incumbents limit of authority. The incumbent performs all duties as assigned in the Disaster Recovery Plan. The incumbent participates in planning department goals and objectives by attending regular department meetings in which various procedures are discussed, suggestions made and new procedures are adopted and put into practice. PROBLEM SOLVING (CHALLENGES) The incumbent in this job is challenged to perform various and sometimes unrelated duties at the same time. The incumbent is challenged to courteously respond to frequent phone calls and customers, which typically interrupt any chance to establish a routine in performing job duties. The incumbent is challenged to appropriately respond to customer problems such as when an account is insufficient, when items are missing in statements or when a customer does not receive a bankcard or when the card does not work. REQUIRED QUALIFICATIONS, KNOWLEDGE, SKILLS AND ABILITIES 1. High school diploma or GED. 2. Ability to communicate fluently in English and Spanish in written and verbal communication. 3. Proficient use of a personal computer. 4. Ability to use Word, Excel and other job-related software programs. 5. Ability to use general office equipment such as a typewriter, copier, telephone, et cetera. 6. Ability to type a net 30 words per minute. 7. Excellent customer service skills. 8. Excellent grammar usage and letter composition skills. 9. Excellent verbal and interpersonal skills. 10. Ability to identify and solve various types of customer service-related problems. 11. Flexible with the ability to adapt to change. 12. May train new employees and answer co-worker questions. 13. Makes concentrated effort to solve customer problems. 14. Ability to learn or be familiar with the differences in a basic number of products and services offered by our bank. 15. Must be able to meet attendance and punctuality standards. PREFERRED REQUIREMENTS 1. Six months of job-related experience. 2. One-plus year of banking experience. MINIMUM COMPETENCIES 1. Quality/Compliance – Achieving a standard of excellence with our work processes and outcomes, honoring Bank policies and all regulatory requirements. 2. Customer Focus – Striving for high customer satisfaction, going out of our way to be helpful and pleasant. 3. Communication – Balancing listening and talking, speaking and writing clearly and accurately, influencing others, keeping others informed. 4. Collegiality – Being helpful, respectful, approachable and team oriented, building strong working relationships and a positive work environment. 5. Initiative – Taking ownership of our work, doing what is needed without being asked, following through. 6. Coachability – Being receptive to feedback, willing to learn, embracing continuous improvement. MINIMUM EDUCATION generally acquired through the formal education process and includes the ability to: 1. Use common sense understanding to carry out detailed, involved instructions; to deal with problems involving several concrete variables in or from standardized situations. 2. Perform the four basic arithmetic operations with like or common decimal fractions and with coins as part of a dollar; to compute ratio, rate, discount, interest, profit, and loss. 3. Read a book, manual, magazine, instruction, map and dictionary. Ability to prepare a memoranda, report and essay; using proper format, punctuation, spelling and grammar. Ability to communicate distinctly with appropriate pauses and emphasis; correct pronunciation and variation in word order; using present, perfect, and future tenses. MINIMUM PHYSICAL activity requirements include the ability to: 1. Reach or extend to retrieve objects outside immediate range. 2. Ability to communicate effectively. Express or exchange ideas by means of the spoken word. 3. Must have a clear, audible speaking voice, ability to read and comprehend handwritten forms, and the ability to hear instructions or requests. 4. Perceive the normal range of sounds with no less than a 40-decibel loss at 500 Hz and 2,000 Hz with or without correction. 5. Visually identify and distinguish between various documents and currency with normal range of sight having no less than 20/40 to 20/50 vision with or without corrections. The incumbent is not substantially exposed to adverse environmental conditions, but requires sedentary work such as exerting up to 10 pounds of force 5% of the time and a negligible amount of force approximately 95% of the time. NOTICE 1. This job description in no way states or im

Abundant Solutions

Why Work Here?

Local non-profit company that cares just as much for their employees as they do their clients

OUR MISSION To consistently deliver and exceed mutually agreed upon expectations through proper client and candidate communication. Abundant Solutions is a full service staffing company that specializes in Office and industrial Employees for Temporary, Temporary to Permanent, and Permanent Placements. We respond more rapidly to our customers’ needs with the best employee matches, because we are passionately committed to being the best. OUR VISION Interacting and touching peoples’ lives in a way that promotes the greatest achievement for all parties involved. Believing in short term accomplishments for the fulfillment of long term vision. Matching company needs and objectives to client skills and goals. Discovering new ideas and philosophies in order to advance the beliefs and lives of all. We share our desire to assist and help change professional careers and personal lives for the better.


Tulsa, OK