• Job Description

  Req#: 781-25431

  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 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.

  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

• About the company

  Home | First National Bank Texas - First Convenience Bank

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