Bilingual Digital Experience Specialist

First National Bank Texas; El Paso (TX); On-site; USD 32,000 - 42,000; Full time

Job summary

First National Bank Texas is seeking a customer experience professional to provide daily support to customers via calls, live chat, secure messages, and email. You will toggle between multiple applications to access customer information and resolve inquiries efficiently, escalating when necessary to expedite solutions.

Responsibilities include maintaining SharePoint data, researching inquiries with branches and departments, and building lasting relationships to create positive experiences.

Qualifications

• Provide daily support by assisting customers via inbound/outbound calls, live chat, secure messages, and email with professionalism and urgency.
• Ability to toggle between multiple applications while assisting customers across channels.
• Resolve customer service issues by direct interface with the customer when appropriate to expedite solutions.

Responsibilities

• Assist customers through diverse contact channels with professionalism.
• Toggle between multiple applications to access customer information.
• Resolve issues and provide accurate information at first point of contact.
• Research and prepare responses to customer inquiries collaborating with branches and departments.
• Maintain SharePoint database accuracy for contact and resolution records.
• Build lasting relationships and create positive experiences to drive engagement.

Job description

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

FCBI is an equal opportunity employer.