Universal Contact Center Specialist

BayFirst National Bank•Clearwater, FL

6h•Onsite

About The Position

BayFirst National Bank is a full-service community bank dedicated to providing a wide range of high-quality banking services delivered in a personalized, friendly manner. Founded in 1999 and headquartered in St. Petersburg, Florida, we are a true community bank with the goal of becoming a one-stop shop and trusted financial resource for the communities that we serve. Understanding that our employees are our most valuable resource, we are committed to providing career development opportunities, competitive compensation, and generous benefits to our entire workforce. As an organization, we encourage open communication in an environment of mutual respect, where hard work is rewarded, and a professional but informal atmosphere is valued within the workplace. A Contact Center Specialist is responsible for providing friendly, competent, and professional service to our customers and prospective customers via telephone, electronic channels such as email, and chat. In addition, the Specialist will provide customers with convenient options to manage their accounts and product solutions that meet their financial needs. The Specialist will establish a solid rapport of trust with each customer thereby positioning BayFirst as the first choice for all their banking needs.

Requirements

High School Diploma or equivalent required
Experience in live-chat roles and responding to email inquiries.
Ability to break down complex problems into sequential priorities and then select solutions to resolve the entire problem.
Excellent communication skills.
Basic working knowledge of bank resources, the areas of expertise and the Bank’s policies and procedures.
Ability to navigate multiple systems/online applications.
Demonstrate a positive, respectful demeanor while working harmoniously with other employees.
Communication strategies for clarifying information or de-escalating a situation.
Effective verbal communication skills to include the ability to listen intently, speak clearly, and explain complex issues simply and concisely, while engaging the customer in pleasant conversation.

Nice To Haves

College degree preferred
Two years of branch platform and/or Contact Center/Call Center experience is preferred.

Responsibilities

Respond to all inbound phone, email and chat inquiries regarding Deposits, Loan,s and Services while upholding the Contact Centers service level agreements, all laws, rules, and regulations.
Provide technical support and troubleshoot BayFirst’s digital products, such as online banking, mobile app, bill pay and Zelle.
Document all telephone calls, chat conversations and email information according to standard operating procedures.
Utilize strong listening, communication, and problem-solving skills with the ability to take ownership in assisting, researching, and resolving customer issues.
Navigating multiple computer systems while interacting with our customers.
Maintain a good understanding of account maintenance, online banking and debit card policies and procedures along with our other banking products.
Understand and maintain compliance with Bank policies and procedures and applicable laws and regulations, including BSA, AML, and Reg E., and Reg CC.
Identify and recommend solutions to resolve customer issues; when appropriate refers customers to specialists within the Bank who are best equipped to resolve the issue or concern for our customers.
Identify qualified referrals to other departments for assistance with personal, business, commercial and residential loans to ensure the best customer experience possible.