Bilingual Virtual Banker

First National Bank Texas seeks a Bilingual Virtual Banker to provide exceptional remote service to personal and small business customers. In this role, you will handle inbound calls, secure messages, and online inquiries, assisting with account openings, maintenance, and everyday transactions. You'll guide customers through online and mobile banking, resolve access issues, and promote appropriate products while upholding strict security, privacy, and regulatory standards.

This position supports our community-focused mission by delivering personalized, integrity-driven financial solutions and building long-term customer relationships.

Responsibilities

• Serve as primary virtual point of contact for bilingual customers via phone, chat, and secure messaging
• Assist with opening, maintaining, and servicing personal and small business accounts
• Guide customers through online and mobile banking tools and troubleshooting access issues
• Process routine transactions, payments, transfers, and account updates accurately
• Educate customers on bank products, services, and security best practices
• Identify customer needs and recommend appropriate financial solutions
• Follow bank policies, KYC/AML, and regulatory compliance requirements
• Document all customer interactions in banking/CRM systems with high accuracy
• Escalate complex issues to appropriate banking or lending teams
• Contribute to a customer-focused, community-oriented service culture

Required Skills

• Customer service
• Bilingual communication (English/Spanish or similar)
• Telephone banking systems
• Online & mobile banking platforms
• Cash handling and transaction processing
• Account opening and maintenance
• Fraud prevention and verification
• CRM/Banking software (e.g., core banking systems)
• Data entry and documentation
• Regulatory and compliance awareness (KYC/AML)