Bilingual Customer Care Center Representative I (Remote in VA/MD/NC ONLY)

About the position

This position is responsible for providing quality customer service to internal and external bank customers through various communication channels including telephone, fax, and email. The role involves researching and resolving customer requests, performing general account maintenance, and ensuring compliance with banking regulations.

Responsibilities
• Provide quality customer service by answering incoming calls regarding a wide range of questions and inquiries such as information on Checking/Savings accounts, Online Banking, New Accounts, processing check orders, and Bankcard requests.
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• Perform account maintenance and match appropriate products to customer's needs.
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• Proactively analyze callers' needs.
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• Use standard screens, scripts, and procedures to handle callers' needs effectively and resolve customer issues when necessary.
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• Navigate a computerized system to address and resolve callers' issues.
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• Adhere to all applicable laws and regulations governing bank operations, including compliance with Atlantic Union Bankshares' BSA/AML Policy and Procedures.
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• Other duties as assigned.

Requirements
• High school diploma or equivalent.
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• Previous call center experience.
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• Bilingual language skills.

Nice-to-haves
• Strong problem solving and decision-making abilities; able to think analytically.
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• Excellent customer service and telephone skills.
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• Well organized and able to handle multiple tasks.
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• Flexible, able to adapt to change.
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• Detail oriented and quality focused.
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• Excellent oral and written communication skills.
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• Able to work weekend hours on a rotating basis.
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• Proficient computer skills relevant to Outlook, Word, Excel, and PowerPoint.
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• Fluent Spanish language skills.

Benefits
• Eligible to participate in an applicable incentive compensation plan or discretionary profit-sharing bonus program.

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