Client Service Advisor

Hancock Whitney • Covington, LA

2d

About The Position

The Client Service Advisor 1 supports business and retail clients through the Contact Center, using digital servicing tools to answer questions, provide solutions, protect client information, and deliver Five Star Service. Service is provided through email, chat, phone, and social media. The role also supports a range of banking transactions, research, and client referrals, while complying with applicable banking and industry laws and regulations, including the Bank Secrecy Act.

Requirements

• High school diploma or GED.
• At least 1 year of experience in a high-client-contact environment handling customer resolution in any industry.
• Excellent oral and written communication skills.
• Ability to navigate computer systems to facilitate client support.
• Attention to detail and effective time-management skills.
• Ability to work under stress and meet deadlines.
• Ability to travel if required to perform essential job functions.
• Ability to lift, move, or carry approximately 10 pounds if required to perform essential job functions, subject to accommodation where applicable.

Nice To Haves

• Contact Center experience.
• Banking experience.

Responsibilities

• Provide Five Star service and technical assistance for Online Banking, Mobile, text banking, and e-pay.
• Support debit and ATM transactions, including handling disputes and reporting or replacing lost or stolen ATM and Check cards.
• Identify clients’ financial needs, recommend appropriate services or products by phone, and obtain agreement to refer clients to a Digital Banking team.
• Support client servicing for deposits and loans.
• Research general banking matters, including check and statement imaging, 1099/tax information, and encoding errors.
• Complete financial transactions, including transfers between accounts, loan payments, scheduled transfers, and Account Transfer Overdraft Protection.
• Recommend appropriate problem resolution, services, or department referrals to assist with client inquiries and enhance the client experience.
• Perform other duties and special projects as assigned by Senior Management.
• Comply with applicable federal, state, and local banking and industry laws and regulations, including the Bank Secrecy Act.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED