Late Shift Contact Center Representative (Tue-Sat, 3pm-Midnight) w/Onsite Training- Hoover, Alabama
About The Position
The Contact Center Representative, referred to as a Contact Center Banker, supports customers’ financial wellbeing by answering questions, solving problems, and offering banking solutions. The role builds knowledge of banking products and services and uses that expertise to provide customers with advice, guidance, and education for immediate and long-term financial needs. The position includes ongoing coaching, mentoring, training, and career development. Training is conducted onsite for seven weeks, Monday through Friday, 8:00 a.m. to 5:00 p.m. After training, the position transitions to remote work on a Tuesday-through-Saturday schedule from 3:00 p.m. to midnight Central Time. The role may require holiday work. It is non-exempt and eligible for overtime for hours worked over 40 per week.
Requirements
- High school diploma or GED.
- Ability to accurately observe stable and scrolling on-screen text and images.
- Ability to accurately detect verbal information and communicate verbally using a headset or speaker and microphone.
- Ability to operate a keyboard and mouse to type and make on-screen selections.
- Ability to work at a computer for extended periods.
- Ability to adhere to policies, procedures, and guidelines.
- Ability to recommend different products and services to customers.
- Ability to multitask and work in a fast-paced environment.
- Problem-solving ability.
- Ability to work a flexible schedule that includes all hours of the contact center.
- Basic computer skills and ability to navigate various systems.
- Effective time-management skills.
- Excellent verbal and written communication skills.
- General knowledge of basic banking, electronic banking, and/or credit card services.
- For remote work: internet download speed of at least 50 Mbps and upload speed of at least 5 Mbps; the speeds must be confirmed via speedtest.net or provider documentation; connection must be directly to the internet router via ethernet cable. Satellite internet, Wi-Fi, and Wi-Fi extenders are not allowed.
- Complete seven weeks of onsite training, including instructor-led onboarding and on-the-job training.
Nice To Haves
- One year of customer service or production experience.
Responsibilities
- Answer customer questions, solve problems, and provide solutions to support an effortless banking experience.
- Develop expertise in banking products and services and help customers identify steps toward their financial goals.
- Provide customers with advice, guidance, and education.
- Prioritize customer relationships and offer solutions for customers’ immediate and long-term needs.
- Adhere to company policies, procedures, and guidelines.
- Recommend products and services to customers.
Benefits
- Paid vacation and sick time.
- 401(k) with company match.
- Medical, dental, and vision benefits.
- Disability benefits.
- Health Savings Account.
- Flexible Spending Account.
- Life insurance.
- Parental leave.
- Employee Assistance Program.
- Associate Volunteer Program.
- Tuition reimbursement.
- Ongoing training, coaching, mentoring, and development opportunities.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
