Job Information
Penn Community Bank Customer Success Team Lead - Bilingual (English/Spanish) in Bristol, Pennsylvania
Customer Success Team Lead - Bilingual (English/Spanish) Job Locations
US-PA-Bristol Job ID 2024-1842
of Openings
1
Category Customer Care Center
Overview
The Customer Success Team Lead uses a relationship-based sales approach to identify customers' needs, clarify information, research issues, and provide solutions and/or alternatives. The Customer Success Team Lead's primary responsibility is to respond to incoming telephone calls and monitor online account applications - serving as backup for the Customer Success Manager and Customer Success Specialists. The bilingual Customer Success Team Lead is able to read, speak, and write Spanish fluently.
Responsibilities
Responds to incoming telephone calls, serving as a backup for emails, appointment requests and live online chat requests in a timely and efficient manner while striving to surpass industry response time standards all in a cordial and outstanding manner Answer customer inquiries promptly and correctly including but not limited to transaction accounts, CDs, IRAs, consumer loans, electronic banking, ATM / Debit questions, rates, and promotions Serve as a primary touch point for Customer Success Specialists questions Monitoring, verification, and assignment of all online accounts working closely with security. Monitor oFlow (Online Account) maintenance to new incoming accounts and ensure consistent outreach Remain vigilant and work closely with Security to intercept any suspicious account/online activity preventing the bank from any loss Open and fund QwickRate CD's for Finance and Accounting in a timely and precise manner Attend, participate, and request regular training to improve knowledge and performance level Complete and authorize wire transfer requests from customers over the telephone or VIA fax by way of agreement or one-time exception with approval limit of 500K Completion and tracking of privacy notices Maintain a communicative relationship with IT and vendor Zoom to ensure the network/phones are running at utmost efficiency for expected customer experience Efficiently perform all internal account maintenance such as: internal account transfers, loan payments, safety deposit box payments, limit increase requests, and CD renewals without error Perform outbound sales calls in conjunction with Retail and Marketing campaigns and being available to assist Deposit Operations with any customer outreach Serve as contact point for retail network, existing customers, and perspective customers while serving as a backup for all facets of the bank; particularly Deposit operations; maintaining expertise in: Online Banking: Enrollments, Log In assistance, mobile banking/deposits, MT functions, MX Money, Transfers, QuickBooks/Quicken, DNA Agreements, Bill Pay, Fraud, Business Banking, etc. ATM / Debit Cards: Transaction Research, Travel Exemptions, Fraud Case Trackers, Order/Activation/PIN, Limit Questions, Tokenization, etc. Perform other tasks as directed by Customer Success Manager and SVP, Director of Retail
Qualifications
Education and Experience High School diploma or GED certificate required; some college education preferred Minimum 2 years' customer service experience required Banking and/or call center experience preferred
Skills and Competencies Proficient in reading, speaking, and writing in Spanish Ability to work in an ever-changing environment Strong listening and communication skills Excellent telephone voice in terms of tone, clarity, pronunciation, and proper grammar use Consistent attendance Ability to troubleshoot banking issues Basic knowledge of Microsoft Office with willingness to advance skills as required
It is the policy of Penn Community to provide equal employment and advancement opportunities to all individuals. For this reason, employment decisions at Penn Community will be based on merit, qualifications, and abilities. Except where required or permitted by law, employment pra tices will not be influenced or affected by an applicant's or Team Member's race, color, religion, sex, national origin, age, sexual orientation, physical or mental disability, veteran status, or any other characteristic protected by law.