Customer Success Team Lead - Bilingual (English/Spanish) - Penn Community Bank

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.

• 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