Bilingual Virtual Banker

First Community Bancshares, Inc.; Brownsville (TX); On-site; USD 32,000 - 42,000; Full time

Job summary

First Community Bancshares, Inc. is seeking a bilingual English/Spanish customer service associate in Brownsville, TX.

You will assist customers across calls, chat, secure messages, and email, toggling between multiple applications with urgency and professionalism. Your role focuses on accurate information, quick issue resolution, and cross-selling bank services while maintaining strong relationships within the bank and with customers.

Qualifications

• Must be bilingual in English/Spanish.
• At least 18 years of age and high school diploma required.
• 6–12 months banking or call center experience preferred.
• Proven professional writing ability.
• Ability to type 30–45 wpm.
• Excellent oral, written, phone etiquette and interpersonal communication skills.
• Detail oriented with ability to multi-task and meet deadlines.
• Must be authorized to work in the United States.

Responsibilities

• Provide daily support by assisting customers via diverse contact channels including inbound/outbound calls, live chat, secure messages, and email.
• Toggle between multiple applications while assisting customers across channels.
• Resolve customer issues and obtain higher-level approvals when needed.
• Ensure accuracy and provide correct information to resolve issues at first contact.
• Cross-sell bank services and products.
• Research and prepare proper responses to customer complaints with team and branches.
• Build lasting relationships and create positive experiences to drive results.
• Resolve operational/technical issues per policies.
• Adhere to FCBI systems and procedures.
• Establish relationships across all levels and locations within FCBI.
• Meet deadlines and performance targets.
• Be available to work all weekdays and holidays during operating hours.
• Perform other tasks as requested by supervisors.

Skills

Bilingual English/Spanish

Customer service mindset

Excellent written and verbal English

Multitasking

Team player

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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