Bilingual Digital Experience Specialist

First Community Bancshares, Inc.; Killeen, Northern (TX, KY); Hybrid; USD 32,000 - 48,000; Full time

Job summary

First Community Bancshares, Inc. is hiring for a Digital Experience associate to support customers across calls, chat, secure messages, and email with urgency and accuracy.

You will handle multi-channel inquiries, navigate multiple applications, and collaborate with branches and lending teams to resolve issues. The role emphasizes building relationships, delivering timely solutions, and maintaining data in SharePoint while adhering to bank policies.

Qualifications

• 18+ years old
• High School Diploma or equivalent
• 6–12 months in banking or call center preferred
• Proven professional writing ability
• Typing speed 30–45 wpm
• MS Office with intermediate Excel/Word
• Excellent oral and written communication
• Superior customer service mindset
• Flexible and able to adapt in a fast-paced environment
• Good judgment, analytical and problem-solving skills
• Detail oriented with multi-tasking and deadlines
• Regular, punctual attendance
• Background check clearance
• Team player
• Bilingual in English/Spanish

Responsibilities

• Assist customers via inbound/outbound calls, live chat, secure messages, and email with professionalism and urgency
• Toggle between multiple applications while assisting customers
• Resolve customer issues or escalate for higher level approval as needed
• Provide accurate information to resolve issues on first contact
• Maintain SharePoint database with accurate information
• Research and respond to customer complaints in coordination with teams
• Build lasting relationships and create positive customer experiences
• Resolve operational/technical issues per policies and procedures
• Follow FCBI systems and procedures
• Collaborate across departments to meet deadlines and targets
• Work weekends/holidays within Digital Experience hours
• Perform other duties as assigned

Skills

Typing 30-45 wpm

MS Office (Excel & Word)

Professional writing

Excellent communication

Customer service mindset

Bilingual English/Spanish

Team player

Ability to multitask

Problem solving

Regular attendance

Education

High School Diploma or equivalent

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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