Contact Center Specialist

• →Maintains high-quality service to all clients by answering inbound product and service questions and referrals while maintaining ownership and one call resolution.
• →Processes bank account openings, money movement such as wire, Zelle, CD maturity, bill pay, account maintenance, and web support.
• →Maintains client records by verifying and updating account information.
• →Resolves product or service problems in a timely manner by listening, determining the cause of the problem, selecting, and explaining the best solution to solve the problem, expediting the solution, and following up with the client.
• →Follows established policies and procedures and reporting needed changes while complying with federal, state, and local banking regulations. Documents customer feedback and complaints.
• →Supports continuous improvement by identifying non-urgent or urgent call trends, observations, or common issues; participates in technology, testing, or projects.
• →Protects the organization by following risk management protocols and adhering to regulatory requirements. Identifies and promotes the Bank's products to potential and existing customers.

• High School Preferred

• 2+ years of customer service, contact center, retail banking, or financial services experience, with a demonstrated ability to resolve client inquiries and provide exceptional service.
• Experience processing banking transactions such as account opening, wire transfers, ACH payments, Zelle transactions, bill pay services, and account maintenance activities.
• Proficiency with customer relationship management (CRM) systems, online banking platforms, and multi-system navigation, with the ability to accurately document client interactions while maintaining productivity standards.
• Strong knowledge of banking regulations, fraud prevention practices, and risk management procedures, including experience verifying customer identity and handling sensitive financial information.
• Previous experience meeting quality, client satisfaction, or sales/referral goals in a contact center or banking environment.

• Physical Requirements: Sedentary Work

To be considered for this opportunity, applicants must be able to meet the following scheduling requirements:

• No Experience Required; 2+ Years Preferred

• Lewisville, TX: Must be available to work Monday through Friday, 11:00 AM - 8:00 PM CT.
• Jacksonville, FL: Must be available to work Monday through Friday, 10:00 AM - 7:00 PM ET, with every other Saturday required. Associates scheduled to work a Saturday will receive one weekday off during that workweek.