Contact Center Specialist

EverBank • Jacksonville, FL

15h

About The Position

The Contact Center Specialist services, informs, and assists the organization’s clients while providing an exceptional client experience. Working under limited supervision, the role handles inbound service calls for a targeted client treatment. The position responds to questions and referrals, processes banking transactions, maintains client records, resolves service issues, follows banking policies and regulations, and supports ongoing improvement and risk management.

Requirements

• High school education is preferred.
• No experience is required for the role.
• Applicants must be available Monday through Friday, 11:00 AM–8:00 PM CT, for the Lewisville, Texas schedule.
• Applicants for the Jacksonville, Florida schedule must be available Monday through Friday, 10:00 AM–7:00 PM ET, and every other Saturday; associates scheduled for Saturday receive one weekday off during that workweek.

Nice To Haves

• Two or more years of customer service, contact center, retail banking, or financial services experience, with demonstrated ability to resolve client inquiries and provide exceptional service.
• Experience processing banking transactions such as account openings, wire transfers, ACH payments, Zelle transactions, bill pay, and account maintenance.
• Proficiency with CRM systems, online banking platforms, and navigating multiple systems, with accurate client-interaction documentation while maintaining productivity standards.
• Strong knowledge of banking regulations, fraud prevention, and risk management procedures, including verifying customer identity and handling sensitive financial information.
• Experience meeting quality, client satisfaction, or sales/referral goals in a contact center or banking environment.

Responsibilities

• Answer inbound product and service questions and referrals while maintaining ownership and aiming for one-call resolution.
• Process bank account openings and money movement, including wire transfers, Zelle, CD maturity, and bill pay, as well as account maintenance and web support.
• Verify and update account information to maintain client records.
• Resolve product or service problems by listening, determining the cause, explaining and selecting an appropriate solution, expediting it, and following up with the client.
• Follow established policies and procedures, report needed changes, comply with federal, state, and local banking regulations, and document customer feedback and complaints.
• Identify urgent and non-urgent call trends, observations, and common issues; participate in technology, testing, or projects to support continuous improvement.
• Follow risk management protocols and regulatory requirements to protect the organization.
• Identify and promote the Bank’s products to potential and existing customers.

What This Job Offers

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