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Digital Experience Specialist
Killeen, TX
Job Description
Job Description
FCBI is an equal opportunity employer.
Requirements
Location
FCS Building
Position Type
Full Time
EOE Minority/Female/Individuals with Disabilities/Protected Veterans
* 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
* 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
* 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
* 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
* 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
Location
FCS Building
Position Type
Full Time
EOE Minority/Female/Individuals with Disabilities/Protected Veterans
Job Summary
Start Date
As soon as possible
Employment Term and Type
Regular, Full Time
Required Education
High School or Equivalent
Required Experience
0 to 1 year
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