Virtual Banker

1stnb; Brownsville (TX); On-site; USD 30,000 - 42,000; Full time

Job summary

FCBI is seeking a customer service professional to support customers via inbound/outbound calls, live chat, secure messages, and email. The role requires juggling multiple applications, delivering accurate information, and resolving issues with urgency.

Cross-selling bank services and maintaining solid internal relationships are key aspects. The candidate should possess strong communication skills, 6–12 months of related experience, and the ability to work in a fast-paced, team-based

Qualifications

• High School Diploma or equivalent is required.
• 18 years of age or older.
• 6-12 months banking or call center experience preferred.
• Proven professional writing ability.
• Ability to type 30-45 wpm.
• Strong MS Office knowledge (Excel/Word).
• Excellent oral and written communication and phone etiquette.
• Commitment to superior customer service and teamwork.
• Ability to adapt to fast-paced environment and multi-task.
• Reliable attendance and ability to meet deadlines.
• Pass background investigation and be authorized to work in the US.

Responsibilities

• Provide daily customer support across calls, chat, secure messages, and email.
• Toggle between multiple applications while assisting customers.
• Resolve issues, seeking higher-level approval when needed.
• Provide accurate information to resolve customer inquiries at first contact.
• Cross-sell bank services and products.
• Research and respond to customer complaints with team input.
• Build relationships and create positive experiences to drive engagement.
• Resolve operational/technical issues per policy and procedures.
• Follow all FCBI systems and procedures; maintain relations across departments.
• Meet deadlines and performance targets; available weekdays and holidays during bank hours.
• Perform additional tasks as requested by supervisors.

Skills

Customer service

Written communication

Typing speed 30-45 wpm

Microsoft Office (Excel/Word)

Interpersonal communication

Teamwork

Problem solving

Detail oriented

Multi-tasking

Punctual attendance

Background check compliant

Authorized to work in the US

Education

High School Diploma or equivalent

Tools

Microsoft Office (Excel and Word)

Job description

• 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

• 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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