Bilingual Digital Experience Specialist

• 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

FCBI is an equal opportunity employer.

Requirements:

• 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

Must be bilingual in English/Spanish.