Bilingual Digital Experience Specialist

Job 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 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 Share Point 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