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