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Bilingual (Spanish) Customer Service Representative - Orlando, FL #5200746

Company: SunTrust Banks

Date: 07/12/2018

Category: Healthcare Services

City: Orlando, FL

Req ID: W454760

Job Description

Summary: Multi-Skilled Representatives teammates will be trained in multiple departments in order to provide our clients a more seamless, easier client interaction. Teammates will received condensed training in order expedite becoming fully skilled. Multi-Skilled Representatives are responsible for responding to calls for routine and complex client inquiries for a variety of SunTrust Bank accounts, while providing a positive experience that leads to improved client satisfaction and possibly expanding their relationship with the bank. Multi-Skilled Representatives Duties may include, but are not limited to:

  • Provide outstanding, personalized service to all of our clients by building rapport and make every attempt at providing first call resolution.
  • Assist clients with inquiries and/or problem resolution in a professional and composed manner.
  • Act in accordance with SunTrust’s purpose of “Lighting the Way to Financial Well-Being” with every client interaction by looking for ways to leverage the client’s relationship with us through banking/financial education and the offering/referral of banking solutions to fill client’s expressed and unexpressed needs. (Banking solutions could include changing of account types, the opening of new accounts such as demand deposits, timed deposits, credit cards, balance transfers, etc.)
  • Inform and educate clients on their self-service options through various SunTrust technologies to improve their individual banking experience.
  • Follow established policies, procedures, guidelines, regulations and laws to protect both our clients and SunTrust Bank from any unnecessary risk. This includes but is not limited to: TILA, RESPA, Regulation C, CC, E or V, Z, BSA, etc.
  • Following a daily set schedule that will require having efficient time management skills as well as a careful attention to detail.
  • Work effectively as a team member.
  • Received consolidated training it multiple lines of business in order to create a “one-stop shop” for our clients, and work in multiple skill-sets simultaneously.
  • May support Consumer, Small Business, Premier and Private Wealth Clients with products including: digital/e-services, credit and debit cards, demand deposit, timed deposit, retirement, loan and mortgage accounts.
  • Act as client advocates and work to log and track client complaints and feedback in regards to SunTrust Bank, our teammates, products and vendors.
    Candidates for the position must be available to attend the entire paid training classes and nesting periods. Hours of operation are specific to each department within SunTrust’s Client Contact Center. Candidates must also be available to work holidays as required by needs of the business. Some schedules may be eligible for a shift differential under the terms of SunTrust’s shift differential policy.
    Trains on SunTrust products, systems, policies, service to solution skills and referrals. Trains in multiple departments, and may handle multiple skills simultaneously. Handles routine and complex service calls from clients, makes banking solution referrals within set productivity standards. Resolves and tracks client problems and complaints with empathy and professionalism.

Basic Qualifications:

  • Minimum of three years of client servicing work experience (call center, retail, hospitality, medical, etc.)
  • Proficiency in computers and technology, preferably with Windows, MS Office, Internet Explorer, Instant Messaging and MS-DOS experience.
  • Intermediate proficiency in written and verbal communications (including grammar and spelling).
  • High school diploma or equivalent certification.
  • Ability to pass a criminal background.
  • Ability to work within the operating hours and days (including holidays) for this position as required by the department.
  • Ability to work the required days and hours as listed in the job requisition without absences, tardiness or vacation time in order to attend the full, mandatory training.
  • Satisfies regulatory requirements for holding the position, including determined by SunTrust to meet the qualification standards imposed by the Loan Originator Compensation rule of the Truth in Lending Act.
    Preferred Qualifications:

  • Prior experience in referring products, solutions, etc. to clients.
  • Prior experience working in a call center environment.
  • Background in supported department/product.
  • Proactive volunteer/community involvement.
  • Some college or degree earned.

Equal Opportunity Employer: SunTrust supports a diverse workforce and is a Drug Testing and Equal Opportunity Employer. SunTrust does not discriminate against individuals on the basis of race, creed, color, gender, religion, national originTo review the EEO Poster, copy and paste the following link into your browser:

© 2017 SunTrust Banks, Inc. All rights reserved.

SunTrust is federally registered service marks of SunTrust Banks, Inc.

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