Bilingual Digital Experience Pro (English/Spanish)

1stnb; El Paso (TX); Hybrid; USD 32,000 - 42,000; Full time

Job summary

FCBI seeks a customer service-focused professional to support customers through calls, chat, secure messages, and email. You will toggle across multiple applications to resolve issues with accuracy and urgency, while building lasting relationships and adhering to bank policies.

The role requires bilingual English/Spanish communication, 6-12 months in banking or call center, and proficiency with Microsoft Office, especially Excel and Word.

Qualifications

• High School Diploma or equivalent required.
• 6-12 months of banking or call center experience (preferably in a customer service capacity).
• Proven professional writing ability.
• Ability to type 30-45 wpm.
• Intermediate knowledge of Excel and Word.
• Must be bilingual in English/Spanish.
• Excellent oral, written, phone etiquette and interpersonal communication skills.

Responsibilities

• Provide daily support by assisting customers via inbound/outbound calls, live chat, secure messages, and email with professionalism and urgency.
• Toggle between multiple applications while assisting customers across channels.
• Resolve customer issues and escalate for higher level approval when necessary.
• Ensure accuracy and provide correct information to resolve issues at first point of contact.
• Maintain SharePoint database with accurate contact and resolution information.
• Research and prepare proper responses to customer complaints and inquiries with team input.
• Build lasting relationships to drive engagement and positive experiences.
• Resolve operational or technical issues per established policies and procedures.
• Adhere to FCBI systems and procedures.
• Establish relationships across departments and locations within FCBI.
• Meet critical deadlines and performance targets.
• Available to work any day including weekends and holidays during Digital Experience hours.
• Other duties as assigned.

Skills

Customer service

Professional writing

Typing 30-45 wpm

Education

High School Diploma or equivalent

Tools

Microsoft Office

Excel

Word

Job description

FCBI seeks a customer service-focused professional to support customers through calls, chat, secure messages, and email. You will toggle across multiple applications to resolve issues with accuracy and urgency, while building lasting relationships and adhering to bank policies.

The role requires bilingual English/Spanish communication, 6-12 months in banking or call center, and proficiency with Microsoft Office, especially Excel and Word.