Chat Agent Bilingual

Job Description

Job Description

Position Purpose and Objectives

This is an on-site position supporting a high-volume contact center environment and is not eligible for remote work. The primary purpose of the Chat Agent position is to assist Credit Union of Texas in living out its vision to “deliver an unexpected experience” by providing outstanding service to internal and external members.  The Chat Agent position is responsible for performing financial and service transactions via web chat and online banking for our valued members by handling all transactions accurately and efficiently as set forth by our policy and procedures for CUTX.  A key component is to fully understand the reason for the chat/conversation, provide the information, and recommend solutions for the financial needs. This is an ideal position for someone who thrives on interacting with members via web chat and working with other departments to find solutions for our members.

Major Duties and Essential Functions

1. Provide prompt, accurate, and professional member support via chat and text channels in English and Spanish.
2. Answer questions related to CUTX products and services, ensuring clear written communication tailored to the member’s preferred language.
3. Assist members with requests such as balance inquiries, account research, and general service needs within the scope of chat support capabilities.
4. Guide members in accessing and understanding digital services, including Mobile Banking, Online Banking, Remote Check Deposit, and other self-service tools.
5. Accurately complete eligible member transactions through chat channels, such as transfers, payments, and account updates, in accordance with established procedures and limitations.
6. Identify and escalate or redirect requests that require additional verification, specialized handling, or cannot be completed via chat.
7. Resolve member concerns and complaints with professionalism, ensuring clarity and empathy in written responses.
8. Maintain thorough knowledge of Credit Union products, services, and digital capabilities to effectively support members.
9. Document all member interactions accurately in the appropriate systems.
10. Provide support to the contact center by assisting with inbound calls or scheduled appointments during high-volume periods or designated appointment days.
11. Performs job duties within our bylaws, regulations, Board of Directors policies, established internal and external service standards and our work procedures. This includes compliance with Bank Secrecy Act/Anti-Money Laundering, Office of Foreign Assets Control and USA Patriot Act as they apply to the duties of the position.
12. May perform other duties as required to maintain credit union services and operations

Specific knowledge, skills, and abilities required for this position:

• Fluency in English and Spanish, with the ability to write clearly and professionally in both languages (grammar, tone, and accuracy are critical)
• Strong written communication skills with attention to detail and professionalism in a chat environment
• Ability to communicate clearly without the use of slang, jargon, abbreviations, or informal language, ensuring messages are professional, easy to understand, and aligned with organizational standards
• Ability to multitask across multiple chat conversations while maintaining accuracy and response time standards
• Ability to interpret member needs and respond effectively without verbal cues
• Proficiency in computer, Microsoft Office (Word, Excel) and ability to navigate multiple systems simultaneously
• Knowledge of credit union products, services, and procedures (or ability to quickly learn)
• Strong problem-solving skills and sound judgment, especially when determining when to escalate
• Ability to adapt between chat, phone, and appointment-based support as needed
• Ability to work efficiently in a fast-paced, high-volume environment

Education:

High school diploma or general education degree (GED)

Experience:

Minimum one to two years of call center, customer service, or related member services experience. Experience in a credit union or other financial institution preferred.
Required: Bilingual proficiency in English and Spanish, with the ability to speak, read, and write fluently in both languages in a professional business setting.

Physical Activities and Requirements of this Position

CATEGORY

DESCRIPTION

Finger Dexterity

Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together.

Grasping

Using fingers and palm on an object.

Talking

Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly. 

Repetitive Motions

Movements frequently and regularly required using the wrists, hands, and/or fingers.

Average Hearing

Able to hear average or normal conversations and receive ordinary information.  

Average Visual Abilities

Average, ordinary, visual acuity necessary to prepare or inspect documents or products, or operate machinery.   

Sedentary Work

Sitting part of the time.  Exerts up to 10 lbs. of force occasionally.

Working Conditions of this Position

DESCRIPTION

Few.  No hazardous or significantly unpleasant conditions except during construction wearing a hard hat is required.

Mental Activities and Requirements of this Position

Reasoning Ability: The ability to use common sense or logic. 

CATEGORY

DESCRIPTION

Detailed

Ability to apply common sense understanding to carry out detailed instructions and to deal with problems involving many variables.

Mathematical Ability: 

Basic

Ability to perform basic math skills including adding, subtracting, multiplying, and dividing two digit numbers; operations with units such as inch, foot, yard; ounce, pound (or their metric counterparts), and square footage; ability to understand appraisals, compute rent rates and lease expiration times.

Language Ability:  The level of ability required to communicate and understand written and oral language. 

Typical

Ability to use passive vocabulary of 5,000-6,000 words; read at a moderate rate; and define unfamiliar words in dictionaries for meaning, spelling, and pronunciation.  Ability to write complex sentences, using proper punctuation, and using adjectives and adverbs.  Ability to communicate in complex sentences, using normal word order with present and past tenses and good vocabulary.  Ability to read, analyze and interpret general business periodicals, professional journals, correspondence, and procedure manuals.  Ability to effectively present information and respond to questions from groups of managers, guests, vendors and the general public.

Compliance requirement

The responsibilities contained within this job description remains compliant with Bank Secrecy Act / Anti-Money Laundering, Office of Foreign Assets Control and USA PATRIOT Act as they apply to the duties of the position

Disclaimer

The information in this job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job, which may vary on the department or the assignment. The actual essential duties, responsibilities and qualifications may vary by department, reporting structure and other business needs. No inference should be drawn that a specific job duty, responsibility or qualification is non-essential by its absence from this description.