Bilingual Customer Care Associates Needed!
As the largest bank headquartered in the Washington metropolitan area, Chevy Chase Bank offers you the convenience of more than 250 branches and 1,000 ATMs.
Our commitment to customer service does not stop at the branch system. Our Customer Contact Center which is located in Laurel, Maryland and is opened 7 days a week from 7am to 11pm is seeking
Bilingual(Spanish-English speaking)Customer Care Associates.
The Bilingual Customer Care Associate is responsible for servicing existing and potential customers via telephone inquires in a manner that supports the Retail Bank’s mission. The incumbent
will exceed the customer’s expectations through the superior, consistent delivery of our products and services with the objective of enhancing customer loyalty and expanding customer
relationships. Since the Customer Care Associate is critical to ensuring the ideal customer experience, building on the Chevy Chase Bank brand, they must maintain a vast amount of knowledge
pertaining to products, procedures and policies. The incumbent must be able to use this knowledge to make effective recommendations to resolve initial and additional needs.
DUTIES AND RESPONSIBILITIES:
- Accurately respond to customer inquires in Spanish and English regarding their account(s) ensuring that all needs are met and handled appropriately during their initial contact. The associate
is expected to utilize the components set forth in the Bank’s Customer Interaction and Brand Building Guides during every customer interaction, as well as appropriate procedures
matrices.
- Maintain excellent knowledge of Bank systems and procedures in order to perform necessary maintenance to customer’s accounts (i.e. lost/stolen checks, checkcards, stop payments, etc) in a
timely and accurate manner.
- Recognize opportunities to enhance relationships with Bank customers by proactively exploring needs, ensuring that initial needs are fully met and additional needs are uncovered and that
appropriate recommendations are made to meet the need(s).
- Provide efficient and responsive service to customers by maintaining an acceptable level of productivity as measured through established metrics, which include (but or not limited to): schedule
adherence, availability, and attendance.
- Demonstrates understanding and knowledge of Chevy Chase Bank product lines through Product Mastery test results and Customer Interaction Mastery scores.
- Demonstrates thorough knowledge and proficiency in the use of required computer systems (FDR, RDS, Hogan, E-mail, etc.)
JOB REQUIREMENTS:
Skills/Abilities:
- Fluency in Spanish and English.
- Excellent verbal communication skills in Spanish and English.
- Excellent customer service skills
- Ability to multi-task in a fast paced environment
- Strong listening skills
- Ability to effectively probe to identify needs
- Strong written communication skills
- Ability to adapt quickly to change
- Strong analytical and problem solving skills
- Proficient in the use of multiple computer applications
- Strong typing skills
Experience:
- A minimum of one year Customer Service experience
- Good knowledge of computer applications and programs
- Financial industry experience a plus
- Prior experience in a sales driven environment a plus
- Prior call center experience a plus
Education/Licenses/Certifications:
- High School diploma or equivalent required
- Some college preferred
For more information regarding the Hispanic Banking Initiative taking place in some of our branches please visit:
Chevy Chase Bank and its affiliates is an equal opportunity employer and maintains a drug-free work environment.
M/F/D/V
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