Bilingual Digital Experience Specialist

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

• At least 18 years of age
• 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
• Working knowledge of Microsoft Office including an intermediate knowledge of Excel and Word
• Excellent oral, written, phone etiquette and interpersonal communication skills
• Superior customer service (internal and external) with a compassionate customer service mindset
• Flexible, open-minded and solution-oriented with the ability to adapt to a fast-paced and changing environment
• Demonstrate good judgment, analytical and problem solving skills when making decisions
• Detail oriented and ability to multi-task and manage multiple projects and difficult situations or individuals, all simultaneously while consistently meeting deadlines
• Regular and punctual attendance is a must
• Must successfully pass background investigation according to company policy
• Must be able to get along with co-workers and work effectively in a team environment

Must be bilingual in English/Spanish.

Job Description

• Provide daily support by assisting customers via diverse contact channels to include: inbound/outbound calls, live chat, secure messages, and email with professionalism and urgency
• Must display ability to toggle between multiple applications while assisting customers in the various channels
• Handle customer service issues via direct interface with the customer when appropriate in order to expedite solutions. Solicit higher level approval for all situations exceeding experience/training, department scope or assigned level of authority.
• Ensure accuracy and provide correct information to customers to resolve issues and exceed customer expectations at first point of contact
• Maintaining SharePoint database by entering and updating information accurately to reflect contact/customer resolution
• Responsible for researching and preparing the proper response to customer complaints and inquiries by interacting with team members, employees and managers in the branches/ lending and support departments as needed to complete assigned tasks
• Operate with an emphasis on building lasting relationships and creating positive experiences to drive results and engagement levels
• Responsible for resolving operational and/or technical issues in accordance with established operating policies and procedures
• Knowledgeable of all FCBI systems and procedures and must adhere to policies and procedures
• Establish and maintain solid working relationships with all levels, departments, and locations within FCBI
• Consistently meets critical deadlines and other performance targets or requirements
• Must be available to work any day of the week, including weekends and holidays, within the Digital Experience operating hours
• Other duties as assigned

Physical Requirements

• Must be able to remain in a sitting stationary position for extended periods of time
• Constantly operate a computer and other office machinery
• Ability to lift up to 25 pounds

Member FDIC, Equal Housing Lender

FCBI is an Equal Opportunity Employer

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