Bilingual Virtual Banker

Fhnb; Brownsville (TX); Hybrid; USD 19,000 - 28,000; Full time

Job summary

FCBI in Brownsville, TX seeks a bilingual customer service representative to support customers across calls, chat, email, and secure messages with urgency and professionalism.

You will handle multiple applications, resolve issues at first contact, cross-sell bank services, and collaborate with branches and lending teams to meet deadlines.

Must be 18+, HS diploma, 6–12 months banking or call center experience, strong writing, 30–45 wpm, and proficient in MS Office; background check required.

Qualifications

• Bilingual in English/Spanish required.
• 18 years of age or older.
• HS diploma or equivalent.
• 6–12 months banking or call center experience preferred.
• Professional writing ability.
• Typing 30–45 wpm.
• Proficient in Microsoft Office.
• Excellent communication and customer service skills.
• Ability to work in a fast-paced environment and meet deadlines.

Responsibilities

• Provide daily support by assisting customers via calls, live chat, secure messages, and email with professionalism.
• Toggle between multiple applications while assisting customers across channels.
• Resolve customer service issues and escalate when necessary to obtain approvals.
• Ensure accuracy and provide correct information at first contact.
• Cross-sell bank services and products.
• Research and respond to customer inquiries with team collaboration.
• Build lasting relationships and create positive experiences to drive results.
• Resolve operational/technical issues per policies and procedures.
• Adhere to FCBI systems and procedures.
• Establish relationships across departments and locations.
• Meet deadlines and other performance targets; work weekdays and holidays.
• Perform other tasks as related to the bank's functions.

Skills

Bilingual: English/Spanish

Typing 30–45 wpm

Strong written & verbal communication

Customer service mindset

Detail oriented

Team player

Adaptable in fast-paced environment

Education

High School Diploma or equivalent

Tools

Microsoft Office (Excel and Word)

Job description

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 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 authorized to work in the United States

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 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
• Cross-sell bank services and products
• 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 task
• 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 all weekdays and holidays, within Bank operating hours
• Perform other tasks requested by supervisors as they relate to the bank and its functions

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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