Priority Contact Center Banker - Kingwood, Texas

Regions•Houston, TX

11d•$41,570 - $51,227•Hybrid

About The Position

At Regions, the Contact Center Priority Banker provides full-service banking to affluent clients through appropriate advice, guidance, and education on Regions’ financial products and services. The role serves customers from the top 10% of Regions’ customer base, handles inbound and outbound calls, addresses customer issues, and refers customers to internal experts when complex financial goals or needs are identified. The position performs work with a limited degree of supervision, requires tracking time, and is eligible for overtime for hours worked in excess of 40 per week under the Fair Labor Standards Act. It is incentive eligible and requires registration with the Nationwide Mortgage Licensing System and Registry (NMLS). Mandatory initial onsite training is Monday through Friday, 8:00 a.m. to 5:00 p.m. CST, for five weeks, with full attendance required. After training, the schedule is Monday through Friday in the office from 10:00 a.m. to 7:00 p.m. CST, with one weekday off (Tuesday, Wednesday, or Thursday) based on business needs, and every Saturday or Sunday working remotely from 10:00 a.m. to 7:00 p.m. CST. The position is based at the Kingwood Annex in Kingwood, Texas. If working remotely from a location other than a Regions facility, the employee must have internet service with at least 50 Mbps download and 5 Mbps upload speeds, verify speeds through speedtest.net or provider documentation, and connect directly to the router using an Ethernet cable; satellite internet, Wi-Fi, and Wi-Fi extenders are not allowed. The listed job range target has a minimum of $41,570.35 and a median of $51,226.50. The role is eligible for a formulaic incentive plan, with incentives based on performance against defined metrics and goals. Regions lists paid vacation and sick time, a 401(k) with company match, medical, dental and vision benefits, disability benefits, a health savings account, flexible spending account, life insurance, parental leave, an employee assistance program, and an associate volunteer program.

Requirements

High school diploma or GED.
Two years of experience in customer service, sales, or banking.
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.
For remote work outside a Regions facility: internet download speed of at least 50 Mbps and upload speed of at least 5 Mbps; verify speeds through speedtest.net or provider documentation; connect directly to the internet router via Ethernet cable. Satellite internet, Wi-Fi, and Wi-Fi extenders are not allowed.
Ability to adhere to policies, procedures, and guidelines.
Ability to handle multiple priorities simultaneously.
Ability to problem solve.
Ability to provide personalized customer service.
Ability to work in a fast-paced and energetic environment.
Basic computer skills and ability to navigate various systems.
Intermediate knowledge of general banking, electronic banking, account opening processes, and credit card products and services.
Strong communication and customer focus.
Registration with the Nationwide Mortgage Licensing System and Registry (NMLS).

Nice To Haves

College degree.
One year of experience lending.
One year of experience in relationship-based client consultation.

Responsibilities

Achieve Contact Center targets and goals by identifying customer needs and providing appropriate advice, guidance, and education on Regions’ financial products and services.
Achieve required levels of inbound and outbound phone calls from the top 10% of Regions’ customer base.
Educate and advise customers on products and services, including all loan and deposit types.
Take ownership of customer issues and work proactively with customers to resolve them.
Refer customers to an internal team of experts when complex financial goals and needs are recognized.
Complete work with a limited degree of supervision.

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.
Formulaic incentive plan with potential incentives based on performance against defined metrics and goals.