BBVA Compass

Client Care Analyst I

Job ID
2017-110098
AZ-PHOENIX-WARNER CROSSING (TEMPE OPS)
Category
BUSINESS DEVELOPMENT USA
US-AZ-TEMPE
FLSA Status
NON-EXEMPT
Type
FULL TIME
EOE Statement
Equal Opportunity Employer - Minority/Female/Disability/Veterans.

Responsibilities

Future of Banking

At BBVA, we are working to make banking better for everyone. That is where you come in. We are looking for smart, team oriented people who want to be part of a first-class workforce that gives people the tools they need to meet their financial goals, all while delivering an outstanding client experience.

 

Learn more below.

 

What will you be doing?

  • Using advanced listening, probing and comprehension skills, identifies the purpose of the customer contact and initiates protocol for resolution.
  • Provides accurate and complete response to customer inquiries.  
  • Follows established policy to complete end-to-end resolution of customer contact.
  • Appropriately documents customer contact, including resolutions, issues and general notes.
  • Impacts the customer experience by identifying and reporting trends and offering recommendations for improvements.
  • Achieves or exceeds target levels of quality, productivity and performance.
  • Responsible for strict adherence to all compliance and regulatory requirements as well as department policies and procedures.
  • Under direct supervision, performs varied duties and assignments. 
  • Knows fundamental concepts, practices and procedures required for position, with awareness of related positions. 
  • Resolves routine questions or problems, referring complex issues to higher level.

Qualifications

What you will bring:

Required Qualifications

  • High school diploma or equivalent is required.
  • A minimum of two years of demonstrated success in a customer service or retail banking environment, working with complex issues and/or difficult customer situations.  
  • Intermediate computer skills are required, including menu-driven software and web-based applications.
  • Demonstrated ability to establish an immediate and genuine connection leading to strong customer engagement and satisfaction.
  • Detail oriented and analytical, able evaluate information to determine the appropriate course of action.
  • Capable of effectively communicating information in a professional manner.
  • Results-focused, able to manage multiple tasks simultaneously, prioritizing actions and ensuring resolution.
  • Ability to work successfully within a collaborative environment to address client needs and meet departmental goals.

 

Preferred Qualifications

  • Bilingual; English/Spanish.
  • Associate or Bachelor’s Degree in Business, Finance or other related field is preferred.
  • Direct experience using TSYS, Siebel, Alnova or C-net is strongly preferred.

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