Chat Agent - Bilingual

Credit Union of Texas•Allen, TX

22h

About The Position

The primary purpose of the Chat Agent position is to assist Credit Union of Texas in living out its vision to “deliver an unexpected experience” by providing outstanding service to internal and external members. The Chat Agent position is responsible for performing financial and service transactions via web chat and online banking for our valued members by handling all transactions accurately and efficiently as set forth by our policy and procedures for CUTX. A key component is to fully understand the reason for the chat/conversation, provide the information, and recommend solutions for the financial needs. This is an ideal positon for someone who thrives on interacting with members via web chat and working with other departments to find solutions for our members.

Requirements

Fluency in English and Spanish, with the ability to write clearly and professionally in both languages (grammar, tone, and accuracy are critical)
Strong written communication skills with attention to detail and professionalism in a chat environment
Ability to communicate clearly without the use of slang, jargon, abbreviations, or informal language, ensuring messages are professional, easy to understand, and aligned with organizational standards
Ability to multitask across multiple chat conversations while maintaining accuracy and response time standards
Ability to interpret member needs and respond effectively without verbal cues
Proficiency in computer, Microsoft Office (Word, Excel) and ability to navigate multiple systems simultaneously
Knowledge of credit union products, services, and procedures (or ability to quickly learn)
Strong problem-solving skills and sound judgment, especially when determining when to escalate
Ability to adapt between chat, phone, and appointment-based support as needed
Ability to work efficiently in a fast-paced, high-volume environment
High school diploma or general education degree (GED)
Minimum one to two years of call center, customer service, or related member services experience.
Bilingual proficiency in English and Spanish, with the ability to speak, read, and write fluently in both languages in a professional business setting.

Nice To Haves

Experience in a credit union or other financial institution preferred.

Responsibilities

Provide prompt, accurate, and professional member support via chat and text channels in English and Spanish.
Answer questions related to CUTX products and services, ensuring clear written communication tailored to the member’s preferred language.
Assist members with requests such as balance inquiries, account research, and general service needs within the scope of chat support capabilities.
Guide members in accessing and understanding digital services, including Mobile Banking, Online Banking, Remote Check Deposit, and other self-service tools.
Accurately complete eligible member transactions through chat channels, such as transfers, payments, and account updates, in accordance with established procedures and limitations.
Identify and escalate or redirect requests that require additional verification, specialized handling, or cannot be completed via chat.
Resolve member concerns and complaints with professionalism, ensuring clarity and empathy in written responses.
Maintain thorough knowledge of Credit Union products, services, and digital capabilities to effectively support members.
Document all member interactions accurately in the appropriate systems.
Provide support to the contact center by assisting with inbound calls or scheduled appointments during high-volume periods or designated appointment days.
Performs job duties within our bylaws, regulations, Board of Directors policies, established internal and external service standards and our work procedures. This includes compliance with Bank Secrecy Act/Anti-Money Laundering, Office of Foreign Assets Control and USA Patriot Act as they apply to the duties of the position.
May perform other duties as required to maintain credit union services and operations