Temporary Call Center Advisor - Lake Mary, FL

Seacoast Bank Careers•Lake Mary, FL

About The Position

This TEMPORARY position is responsible for increasing deposits, customer base, and revenue by building rapport with new and existing customers. Responsible for understanding the customer’s current and future financial needs, and match Seacoast Bank’s products and services to those needs. This position performs customer service, inbound relationship building, and operations within the Customer Support Center while meeting and supporting individual and organizational goals and values. Consistently gains the confidence and trust of others through honesty, integrity, and authenticity.

Requirements

High School Diploma or equivalent required
Ability to work a flexible schedule to accommodate the demands of a Customer Support Center, including weekends and holidays
Proven track record in sales or customer service with a history of achieving goals in excess of expectations
Demonstrate excellent communication (written and verbal) and interpersonal skills
Able to work independently and exercise a high degree of initiative
PC Proficiency in Desktop, Laptop, Tablet, and Smartphone devices as well as Microsoft Office Suite software and ability to learn other computer systems/programs quickly

Nice To Haves

College degree (A.A. or A.S. or B.A. or similar) or actively perusing a college degree preferred
2+ years’ work experience in retail sales and/or call center preferred
1+ years financial services experience preferred
Fluency in Spanish or Portuguese preferred

Responsibilities

Primary function to handle high call volume and various customer interactions regarding consumer telephone banking accounts
Ability to handle high call volume and various customer interactions at a fast pace
Effectively utilize open and closed-ended questions to understand current and future financial goals of customers
Confidently and proficiently explain Seacoast Bank products and services to customers
Proven ability to create and enhance relationships based on customer needs
Exhibit good listening skills and speak clearly and persuasively in positive or negative situations
Respond promptly to customer needs and requests for service
Quickly seek out appropriate people in more complex financial matters
Able to balance business needs with customer requests while managing potential risk to bank
Embrace new technology and remain up to date on industry changes to create an open environment that fosters idea generation and innovation
Participate in community, charitable or civic events
Exhibit strong work ethic and teamwork, collaborating with other associates within the Customer Support Center and across the organization to develop trusting and cooperative working relationships
Accept feedback and coaching openly and willingly from supervisors and peers to improve performance
Build proficiencies in all consumer deposit and lending products and processes
Develop a strong understanding of customer-facing technology with the ability to discuss with and enroll customers in self-service products/processes
Interact directly with customers by telephone or other electronic mediums to deliver an outstanding customer experience
Provide an exceptional customer experience by adhering to Call Expectation Guidelines, demonstrate improvements based on Quality Control feedback and coaching, and help the Customer Support Center to meet or exceed Quality Control standards and Net Promoter Score expectations.
Open and process accounts for customers and perform account maintenance adhering to the bank’s current policies and procedures
Ensure adherence to AML/BSA requirements, audit procedures, security, Business Continuity, and all other regulated banking requirements
Follow instructions and responds to management direction to help resolve more difficult customer objections, and solves problems in a timely and positive manner to retain the customer relationship
Adhere to Seacoast Bank’s Code of Conduct and follow all safety and security procedures
Ensure proper policy and procedure guidelines are followed in every situation including, but not limited to, policy exceptions and authority-based approvals
Adhere to established work schedule
Ensure customer resolution is obtained by a specific average handle time
Work with multiple systems in order to fully service customer requests