[Hiring] Bilingual Virtual Banker @First National Bank Texas

Role 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 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 all weekdays and holidays, within Bank operating hours.
• Perform other tasks requested by supervisors as they relate to the bank and its functions.

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.

Qualifications

• 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.
• Must be bilingual in English/Spanish.