Call Center Advisor

Seacoast Bank Careers•The Villages, FL

About The Position

The Call Center Advisor increases deposits, customer base, and revenue by building rapport with new and existing customers, understanding their current and future financial needs, and matching those needs with Seacoast Bank products and services. The position provides customer service, inbound relationship building, and operational support within the Customer Support Center while supporting individual and organizational goals and values. Advisors are expected to earn others’ confidence through honesty, integrity, and authenticity. The role handles high call volumes and varied consumer telephone banking interactions. It involves building customer relationships, explaining products and services, processing and maintaining accounts, and helping customers use self-service technology. Advisors work with multiple systems, follow banking policies and regulated requirements, and collaborate with colleagues and management to resolve customer issues and retain relationships. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Requirements

High school diploma or equivalent.
A.A., A.S., B.A., or similar college degree, 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.
A 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.
PC proficiency with desktop, laptop, tablet, and smartphone devices, as well as Microsoft Office Suite, and ability to learn other computer systems and programs quickly.
Ability to meet applicable legal, ethical, regulatory, and bank risk-mitigation requirements, including completing required annual training on time.

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 regarding 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 match them to customer needs.
Create and enhance customer relationships and deliver an outstanding customer experience by telephone or other electronic means.
Respond promptly to customer needs, seek appropriate assistance with complex financial matters, and balance customer requests with business needs and potential bank risk.
Stay current on new technology and industry changes, and help customers understand and enroll in self-service products and processes.
Participate in community, charitable, or civic events.
Collaborate with associates across the Customer Support Center and organization, accept feedback and coaching, and develop proficiencies in consumer deposit and lending products and processes.
Follow Call Expectation Guidelines, respond to 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 current bank policies and procedures.
Follow AML/BSA requirements, audit procedures, security and Business Continuity requirements, and other regulated banking requirements.
Follow management direction to resolve difficult customer objections and solve problems promptly and positively to retain customer relationships.
Adhere to the Code of Conduct, safety and security procedures, policy and procedure guidelines, and authority-based approval requirements.
Adhere to the established work schedule and achieve customer resolution within the specified average handle time.
Use multiple systems to fully service customer requests.