Bilingual Virtual Personal Banker

First National Bank Texas


Date: 3 days ago
City: Harlingen, TX
Contract type: Full time
  • 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 task
  • 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

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

THIS IS NOT A REMOTE POSITION; IT IS AN ON-SITE POSITION IN BROWNSVILLE, TX.

  • 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

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