Call Center Advisor

Seacoast Bank•Lake Mary, FL

About The Position

The Call Center Advisor increases deposits, customer base, and revenue by building rapport with new and existing customers, understanding their financial needs, and matching them with Seacoast Bank products and services. The role delivers customer service, inbound relationship building, and operational support within the Customer Support Center while working toward individual and organizational goals. It requires consistently earning the confidence and trust of others through honesty, integrity, and authenticity. The position handles high call volumes and varied consumer telephone banking interactions, helps customers with accounts and services, and provides an outstanding experience by phone or other electronic channels. Advisors open and process accounts, perform account maintenance, use multiple systems to resolve requests, follow bank policies and regulated banking requirements, and meet established quality, Net Promoter Score, and average handle-time expectations. The schedule must accommodate Customer Support Center needs, including weekends and holidays.

Requirements

High school diploma or equivalent.
College degree (A.A., A.S., B.A., or similar) or at least 2 years of work experience in retail sales and/or a call center.
Flexibility to work a schedule that accommodates Customer Support Center demands, including weekends and holidays.
Proven track record in sales or customer service, with a history of achieving goals in excess of expectations.
Excellent written and verbal communication and interpersonal skills.
Ability to work independently and exercise a high degree of initiative.
Proficiency with desktop, laptop, tablet, and smartphone devices and Microsoft Office Suite, and ability to learn other computer systems and programs quickly.

Nice To Haves

At least 1 year of financial services experience.
Fluency in Spanish or Portuguese.

Responsibilities

Handle high call volumes and varied customer interactions concerning consumer telephone banking accounts.
Build rapport and understand customers’ current and future financial goals using effective questions and listening skills.
Explain Seacoast Bank products and services and recommend or match them to customer needs.
Respond promptly to customer service requests and involve appropriate colleagues in complex financial matters.
Balance customer requests and business needs while managing potential risk to the bank.
Keep up to date with technology and industry changes and support idea generation and innovation.
Participate in community, charitable, or civic events.
Collaborate with Customer Support Center colleagues and associates across the organization, accept feedback and coaching, and build product and process proficiency.
Understand customer-facing technology and discuss and enroll customers in self-service products and processes.
Interact with customers by telephone and other electronic channels to deliver an outstanding customer experience.
Follow Call Expectation Guidelines, act on Quality Control feedback and coaching, and help meet or exceed Quality Control standards and Net Promoter Score expectations.
Open and process customer accounts and perform account maintenance in accordance with bank policies and procedures.
Comply with AML/BSA requirements, audit procedures, security, Business Continuity, and other regulated banking requirements.
Follow management direction to address difficult customer objections and resolve problems promptly and positively to retain customer relationships.
Follow the bank’s Code of Conduct, safety and security procedures, policy and procedure guidelines, and approval requirements.
Adhere to the established work schedule and resolve customer needs within the specified average handle time.
Use multiple systems to fully service customer requests.
Complete required annual training on time and execute role responsibilities in compliance with applicable regulatory, legal, ethical, and bank risk-mitigation requirements.