Banking Customer Service Representative English/Bilingual - Onsite at Teleperformance in US-TX-Brownsville

Job description

• This position will be located on-site in Brownsville, Texas.
• As a Banking Customer Support Specialist, you will serve as a primary point of contact for our clients, managing inbound and outbound communications with professional excellence. Utilizing a suite of web-based tools, you will efficiently resolve inquiries to ensure a seamless and positive customer experience. This role is ideal for individuals passionate about service delivery in a high-velocity environment.
• Join us in transforming the digital business landscape. At TP, we blend cutting-edge high-tech solutions with an essential high-touch human connection. You will be a vital part of a team that empowers global companies to quickly adapt and deliver exceptional experiences.
• Your potential for growth here is limitless. We are committed to fostering career advancement, as proven by the journey of our Chief Executive Officer Americas, who started as an agent and rose to the highest levels of the company. At TP, we provide the platform; your ambition sets the limit.
• We also welcome applications from active-duty service members, veterans, and military families. Please mention your service to the recruiter!

Responsibilities

• As a Banking Customer Service Expert, your main responsibility is to find innovative ways to respond to varying questions, issues, and concerns.
• Connect with customers via phone/email/chat/and or social media to resolve their questions or concerns
• Calmly attempt to resolve and de-escalate any issues
• Escalate interactions when necessary and appropriate
• Respond to requests for assistance and/or possible processing payments
• Track all call related information for auditing and reporting purposes
• Provide feedback on call issues
• Upsell if required

Requirements

• We’re looking for fearless people – people who are inspired to deliver only the best in all that we do.
• High School Diploma or equivalent.
• IT/Network certifications/degrees preferred
• Minimum of 6 months of customer service experience.
• Must be 18 years of age or older.
• Ability to type at least 25 words per minute.
• Able to work independently
• Have excellent communications skills, both oral and written
• Ability to work in a constantly changing and fast paced environment
• Ability to stay composed and objective
• Strong listening skills
• College degree preferred but not required.
• Process Excellence: Demonstrate commitment to following established procedures and be customer service driven.
• Collaboration: Proven ability to collaborate effectively with team members, supervisors, and support departments to resolve customer issues and achieve performance goals.
• Communication: Outstanding communication, listening, and analytical skills.
• Organizational Skills: Strong organizational and problem-solving skills.
• Emotional Intelligence: Ability to prioritize tasks and work well under pressure while remaining focused.
• Open-Mindedness: Open-minded approach to feedback, evolving policies, and working within a structured schedule that includes a variety of shifts.
• Critical Thinking: Sharp critical thinking skills, enabling quick analysis of customer issues and thoughtful, informed decision-making.
• Solution-Oriented: Proactive approach to problem-solving with a focus on creating a positive customer experience.

Skills

Required

• Able to work independently
• Ability to stay composed and objective
• Strong listening skills

Benefits

• TP offers benefits to you and your family. Eligible team members can take advantage of our comprehensive health benefits, which may include medical, vision, and dental.
• We invest in and prioritize the mental health and well-being of our team members by providing resources, including Employment Assistance Programs, space in the form of health and personal time off (HPT), and leave programs as eligible.
• We offer benefits and tools to help our team members and their families for their financial future. This includes offering competitive 401(K) plans, life insurance, supplemental medical coverage, critical care insurance, pet insurance, FSA plans, and retailer discounts.