Retail Call Center Sales and Service Professional (Bilingual)

The Retail Call Center Sales and Service Professional assists internal and external clients with inquiries or concerns regarding personal financial products, and services, while identifying opportunities to cross sell other banking products and services to the client. The ability to build and strengthen relationships with new and existing clients will be demonstrated successfully through providing quality service and identifying cross selling opportunities in a fast paced call center environment. The Sales and Service Professional maintains knowledge and understanding of products and services, while responding to clients in a prompt and courteous manner. In addition to cross selling, this position is responsible for research, verification and providing documentation or information for client problems and inquiries.

Sales and Service Representatives are responsible for ensuring quality service and a variety of business targets related to sales, productivity and quality service goals. The professionals serve as trusted advisors by resolving all inquiries received through the telephone channel. After successfully resolving inquiries, professionals are expected to identify cross selling opportunities with their client.

The ideal candidate demonstrates Key Values of Teamwork, Respect, Accountability, Integrity and Leadership and the 1Key philosophy of becoming our clients? Trusted Advisors by providing clients with an experience that is distinctly Key?s. This candidate will also provide superior service in an effort to enhance existing and encourage new client relationships. This candidate should posses the ability to present information in a customer-focused, easily understood style and format.
REQUIREMENTS
Marginal Job Functions
MUST BE BILINGUAL IN SPANISH AND ENGLISH
Recommend changes to policy, procedure and processes to improve Sales and Service Quality. Identify Sales and Service Quality best practices.
Required Skills
Client Focus (2 years client service experience)
Functional/Technical Skills
Problem Solving
Conflict Management
Listening
Ethics and Values
Preferred Skills
Sales Experience
Drive for Results
Timely Decision Making
Negotiating
Dealing with Ambiguity
Equipment Used
Personal Computer
Telephone with headset
Copier and Fax machines
Training Provided
Classroom and on the job training