Bilingual Digital Experience Specialist - Killeen, TX

Bilingual Digital Experience Specialist - Killeen, TX Must be bilingual in English/Spanish. 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 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 #J-18808-Ljbffr