Customer Success Team Lead - Bilingual (English/Spanish) - Penn Community Bank
Bristol, PA 19007
About the Job
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
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
Source : Penn Community Bank