Bilingual Digital Experience Specialist - Killeen, TX

First Community Services Data Processing; Killeen (TX); On-site; USD 32,000 - 42,000; Full time

Job summary

FCBI in Killeen, TX seeks a Bilingual Digital Experience Specialist to support customers across calls, chat, email, and secure messages. You will toggle between applications to provide accurate solutions, document resolutions in SharePoint, and coordinate with branches and teams to exceed service expectations.

The role requires 6–12 months in banking or call center, strong writing ability, and fluency in English and Spanish.

Qualifications

• Must be bilingual in English and Spanish.
• High School Diploma or equivalent required.
• 6–12 months of banking or call center experience (customer service focused).
• Proven professional writing ability.
• Able to type 30–45 wpm.
• MS Office with intermediate Excel & Word.
• Excellent oral and written communication and customer service skills.
• Flexible, solution-oriented and able to work in fast-paced environment.
• Demonstrate good judgment, analytical and problem solving skills.
• Able to multi-task and meet deadlines; punctual attendance.
• Background investigation must be passed.
• Team-oriented with ability to work with coworkers.

Responsibilities

• Provide daily support to customers via inbound/outbound calls, live chat, secure messages, and email with professionalism.
• Toggle between multiple applications while assisting customers across channels.
• Resolve customer issues; escalate for higher approvals when needed.
• Ensure information provided is accurate to resolve issues at first contact.
• Update SharePoint with accurate contact and resolution data.
• Research and respond to complaints and inquiries with team collaboration.
• Build lasting relationships and create positive experiences to drive engagement.
• Adhere to policies and procedures; resolve operational/technical issues.

Skills

Bilingual English/Spanish

Typing 30–45 wpm

Customer service

Written communication

MS Office (Excel/Word)

Communication skills

Teamwork

Background check

Education

High School Diploma or equivalent

Tools

MS Office

SharePoint

Job description

Bilingual Digital Experience Specialist - Killeen, TX

Must be bilingual in English/Spanish.

• 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

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