Chat Agent - Bilingual

Description

This is an on-site position supporting a high-volume contact center environment and is not eligible for remote work. 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 position for someone who thrives on interacting with members via web chat and working with other departments to find solutions for our members.

This is an on‑site position supporting a high-volume contact center environment and is not eligible for remote work. 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 position for someone who thrives on interacting with members via web chat and working with other departments to find solutions for our members.

• 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 elevate 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.
• Perform 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.

• 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…