Bilingual Customer Solutions Specialist

Welcome to PeoplesBank! We are the largest mutually chartered bank in Western Mass and Northern Connecticut and a leader in green values, sustainable energy financing, and charitable giving. We operate in the best interest of our customers and strive to be an inclusive and engaging work environment. We offer excellent compensation, workplace flexibility, and a competitive benefits package to our associates. Our award-winning culture has earned us recognition as Best Place to Work and Best Local Bank. Come join our team of dedicated and innovative individuals and contribute to our dynamic, successful organization

Summary: The Customer Solutions Specialist will interact with the organization's customers by quickly resolving or re-routing inquiries and complaints. This position will also work to address customer concerns in a timely manner by maintaining a strong knowledge of banking products and procedures.

Essential Duties and Responsibilities include the following. Other duties may be assigned

• Answers incoming telephone calls and responds to customer concerns in a professional manner. Responds to customers' written and electronic inquiries in a professional and knowledgeable manner. Responds to incoming calls from potential customers about the bank's products and services.
• Identifies and resolves all customer inquiries by obtaining information, following up on details, and researching as necessary to resolve matters promptly to customers' satisfaction within a broad range of established guidelines and policies. Maintains a strong working knowledge of all bank products, services, procedures, and fees.
• Acts as an intermediary for departments that do not have contact with customers.
• Enhances customer relationships by assessing customer needs and suggesting products and services.
• Accurately completes all required forms and performs a variety of product and account maintenance procedures.
• Follows up with customer inquiries by sending letters, brochures and emails.
• Performs limited "cash" transactions, such as payments or transfers. Credits customers for fees within established limits.
• Performs other duties as required.
• Answers, screens, and directs calls to bank departments and associates if call is to be handled outside of the Customer Solutions Center. Uses knowledge and experience to determine best location to route calls.
• Completes all yearly compliance training and testing and complies with bank, federal, and state regulations. Complies with Bank Policies and Procedures. Adheres to departmental and bank-wide service

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education and/or Experience: Generally requires a two-year degree, or certification in a specialized field plus up to three years of relevant experience or an equivalent combination of education and experience.

Skills needed:

• Ability to speak, read, and write in Spanish and English
• Excellent communication skills including active listening.
• Service-oriented and able to resolve customer grievances.
• Ability to maintain up to date knowledge of banking policies and procedures

Certifications, Licenses and/or registrations: This position requires National Mortgage Licensing System (NMLS) registration; and ability to obtain said license after a period to be determined by decisionmaker. Must be able to successfully complete the registration process, which includes, but is not limited to, undergoing a criminal background and credit check and must remain in compliance with the NMLS license regulations and rules.

Computer Skills: Knowledge of computer applications including Word and Excel.

Certifications, Licenses and/or registrations: N/A

Work Environment and Physical Demands: The working conditions and physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the associate is regularly required to sit, use hands to sort, write and keyboard, and to listen and speak. The associate is frequently required to reach, walk, stoop, crouch. The associate is occasionally required to stand, lift, bend, drive and travel.