First National Bank Texas

Role 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 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 all weekdays and holidays, within Bank operating hours. - Perform other tasks requested by supervisors as they relate to the bank and its functions. 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. 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.