Position Summary

The Bilingual Client Relations Specialist is responsible for providing high-quality customer service across multiple communication channels, supporting fee collection and operational efficiencies, and ensuring the team meets established service level agreements.

Responsibilities

• Deliver exceptional daily client service across phone, email, voicemail, mail, fax, and in-person channels.
• Handle incoming client inquiries promptly and professionally following SOPs and scripting templates.
• Process client requests from other HEB Business units ensuring compliance with AML/ATF and Privacy legislation.
• Coordinate with other departments to provide timely responses to client needs.
• Manage and resolve client complaints, escalating as appropriate, following the Complaint Handling Policy and Procedures.
• Maintain a strong understanding of departmental mandates, client retention strategies, and satisfacti...