Bilingual Customer Service Representative

Bilingual Customer Service AssociateThe Bilingual Customer Service Associate position provides a high level of customer service and support to our customers. They are trained to resolve customer inquiries on bank products, policies, regulations, and procedures via phone, live chat, or email.How we'll support you:Training and one-on-one coaching from our Leadership team who is invested in your success.Ongoing professional development to deepen your skills.Building your career through our defined career path or by exploring new opportunities.Continuous learning opportunities, such as core banking products, services, processes and Commerce culture concepts.Growing your network to maximize your professional and personal development through our employee resource groups.What we offer:Benefits - Medical, Dental, Vision, Health Savings, Flexible Spending Accounts and more!401(k) and retirement education resourcesFlexible schedulesPaid banking holidays, vacation, sick and personal timeEmployee discounts and tuition reimbursement2nd Shift differential for evening schedules5% pay differential for proven Spanish/English speaking bilingual associatesPaid training for 4 weeks (must be able to attend)Essential Functions:Provide a high level of customer service and support to external customersSupport inquiries received via live chat, email or telephoneAuthenticate callers to ensure our customers and the bank are protected from fraud attempts and take additional steps to mitigate risk if neededResearch information and complete data entry to note customer interaction resultsIdentify and escalate appropriate requestsRemain current with product knowledge and administrative requirements through trainingPerform other duties as assignedWork Schedule:Work Schedule is between 9:30am – 8:00pm Monday-Friday and every other Saturday. Additional shifts Tuesday-Saturday or Sunday-Thursday are also available.Knowledge, Skills & Abilities Required:Basic product knowledgeBasic ability to explain bank policies, procedures and/or regulationsBasic ability to assess customer needs and recommend alternative products or services; refer to other departments when appropriateAbility to maintain a high level of customer satisfactionAbility to meet department efficiency and quality standards within 90 daysAbility to establish quick rapport with customers, actively listen, respond promptly with correct informationAbility to work in a high paced environment and maintain stable performanceAbility to maintain a high degree of confidentialityAbility to complete and pass new hire quizzes and examMotivated and organized self-starter with strong attention to detail and the ability to manage multiple prioritiesInquisitive, agile and strong team player with excellent written, verbal and interpersonal communication skillsAbility to remain adaptable and resilient to all situations with an optimistic outlook and cast a positive shadow that is aligned with our culture and Core ValuesIntermediate level proficiency with Microsoft Word, Excel and OutlookEducation & Experience:High school diploma or GED or equivalent combination of education and experience requiredFluent in Spanish and English, written and verbal required1+ year related customer service experience required1+ years of call center and/or financial service preferred**Customer Care Associate level will be determined based upon experience** ?***For individuals applying, assigned and/or hired to work in areas with pay transparency requirements, Commerce is required by law to include a reasonable estimate of the compensation range for some roles. This compensation range is for the Customer Care Associate I, II or Senior level job and contemplates a wide range of factors that are considered in determining most appropriate job level and making compensation decisions, including but not limited to location, skill sets, education, relevant experience and training, licensure and certifications, and other business and organizational needs. The disclosed range estimate has not been adjusted for any applicable differentials (geographic, bilingual, or shift) that could be associated with the position or where it is filled. At Commerce, compensation decisions are dependent on the facts and circumstances of each situation. A reasonable estimate of the current base pay is $18.00 to $ 22.10 per hour . This position will be eligible for additional compensation through performance-based incentive plan(s) that will correspond to meeting performance goals.Location: 1045 Executive Pkwy, St. Louis, Missouri 63141Time Type:Full time Commerce Bank