Bilingual Digital Experience Specialist
Full Time
El Paso, TX 79935
Posted
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
FCBI is an equal opportunity employer.
Requirements
- 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.
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