Bilingual Digital Experience Specialist

Fhnb; Killeen (TX); Hybrid; USD 28,000 - 40,000; Full time

Job summary

FCBI is seeking a customer service associate in the Killeen, TX area to support banking customers through calls, chat, email, and secure messages. The role emphasizes accuracy, responsiveness, and teamwork in a fast-paced environment.

The ideal candidate is bilingual (English/Spanish), with 6–12 months of banking or call center experience, and fluent typing (30–45 wpm). Proficiency in MS Office is required and a strong service mindset is essential.

Qualifications

• Must be at least 18 years old.
• High School Diploma or equivalent required.
• 6-12 months banking or call center experience (customer service preferred).
• Proven professional writing ability.
• Ability to type 30-45 wpm.
• Working knowledge of Microsoft Office including Excel and Word.

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 obtain higher-level approvals when needed to expedite solutions.
• Ensure accurate information is provided to resolve issues and exceed expectations at first contact.
• Maintain SharePoint database accuracy reflecting contact and resolution details.
• Research and prepare proper responses to customer inquiries in coordination with team members and managers.
• Build lasting relationships and create positive experiences to drive engagement.
• Resolve operational/technical issues per established policies and procedures.

Skills

Bilingual EN/ES

Typing 30-45 wpm

Excellent communication

Customer service focus

Team player

Adaptable

Problem solving

Attention to detail

Education

High School Diploma or GED

Tools

Microsoft Office

Job description

Qualifications

• 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

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