Customer Service Representative (Bilingual – English & Spanish)

Position Overview

We are seeking Bilingual Customer Service Representatives (English & Spanish) to join a high-volume banking contact center in Cincinnati, OH. This is an onsite contract opportunity for professionals who are passionate about delivering exceptional customer service while assisting customers with banking-related inquiries.

The ideal candidate will possess strong communication skills, excellent customer service experience, and the ability to resolve customer concerns efficiently during the first interaction. Candidates should be comfortable working in a fast-paced call center environment while maintaining professionalism, accuracy, and compliance with banking policies and procedures.

Key Responsibilities

• Handle inbound customer service calls professionally and efficiently.
• Communicate fluently in both English and Spanish.
• Resolve customer inquiries and concerns during the first interaction whenever possible.
• Provide accurate information regarding banking products, services, policies, and procedures.
• Educate customers on available banking products and identify appropriate upselling and cross-selling opportunities.
• Accurately document customer interactions and update account information within internal systems.
• Complete required follow-up activities and documentation within established timelines.
• Maintain customer confidentiality while adhering to banking compliance, security, and risk management standards.
• Utilize multiple computer applications simultaneously for call handling, research, and documentation.
• Identify opportunities to improve customer satisfaction and operational efficiency.
• Stay current on banking products, services, and internal procedures.
• Perform additional customer service duties as assigned.

Required Qualifications

• High School Diploma or GED required.
• Fluent verbal communication skills in English and Spanish.
• Previous customer service or call center experience preferred.
• Excellent communication, listening, and telephone etiquette.
• Strong problem-solving and customer service skills.
• Basic computer proficiency and accurate data entry skills.
• Ability to multitask while navigating multiple computer systems.
• Ability to work effectively in a fast-paced, onsite contact center environment.
• Banking or financial services experience is a plus but not required.

Primary Skills

• Bilingual (English & Spanish)
• Customer Service
• Call Center Support
• Inbound Call Handling
• Data Entry
• Customer Relationship Management (CRM)
• Problem Resolution
• Banking Customer Support
• Communication Skills
• Computer Proficiency

Preferred Experience

• 1–5 years of customer service or call center experience.
• Banking, financial services, or retail customer support experience is preferred.
• Experience handling high-volume inbound customer calls is an advantage.