The Role
Provides bilingual English/Spanish customer support through calls, live chat, secure messages, and email. Resolves customer, operational, and technical issues, researches inquiries, maintains accurate SharePoint records, and coordinates with internal departments. The role requires accurate first-contact resolution, professional communication, multitasking across applications, adherence to procedures, deadline management, and availability during weekends and holidays.
Summary Generated by Built In
Job Summary & Responsibilities Preferred Qualifications
* 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
* 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
* 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
* 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.
* 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
* 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.
Skills Required
- At least 18 years of age
- High school diploma or equivalent
- 6–12 months of banking or call center experience, preferably in customer service
- Professional writing ability
- Typing speed of 30–45 words per minute
- Working knowledge of Microsoft Office, including intermediate Excel and Word skills
- Excellent oral, written, telephone etiquette, and interpersonal communication skills
- Superior internal and external customer service skills
- Flexible, open-minded, solution-oriented, and adaptable to a fast-paced environment
- Good judgment, analytical, and problem-solving skills
- Detail orientation and ability to multitask while managing difficult situations and deadlines
- Regular and punctual attendance
- Successful completion of a background investigation
- Ability to work effectively in a team environment
- Bilingual English and Spanish proficiency
- Ability to work any day of the week, including weekends and holidays, during operating hours
- Ability to sit for extended periods and operate a computer and office machinery
- Ability to lift up to 25 pounds
Am I A Good Fit?
Get Personalized Job Insights.
Our AI-powered fit analysis compares your resume with a job listing so you know if your skills & experience align.
Success! Refresh the page to see how your skills align with this role.
The Company
What We Do
First National Bank Texas (FNBT) and First Convenience Bank (FCB), a division of FNBT, remain dedicated to providing customers with quality financial products and services. Our bank was originally founded in 1901 in the Central Texas town of Killeen, only 19 years after the city was established. From our humble beginnings, we have grown to over $4 billion in assets and operate in over 340 locations in Texas, Arizona, Arkansas, and New Mexico. Our bank has grown in many ways over the years, but our focus and commitment remain the same—providing customers with great banking solutions and world-class service. More than a century ago, we began the tradition of being a great community bank focused on the financial success of our customers. Today, more than 3,200 dedicated banking professionals carry on and maintain that established custom. So much has changed since 1901, but our commitment to putting our customers first has not. As we continue to grow and serve customers, we remain committed to providing a combination of modern banking convenience and old-fashioned service.
