Call Center Advisor II - Professional Development Opportunities

JOB SUMMARY:

This position is responsible for increasing deposits, customer base and revenue by building rapport with new and existing customers. Responsible for understanding the customer’s future financial needs by matching products and services to those needs. This position performs customer service, inbound relationship building, and operations within the Customer Support Center, while meeting and supporting individual and organizational goals and values. Responsibilities also include addressing customer escalations and managing administrative functions including customer research requests and alternate channels. Consistently gains the confidence and trust of others through honesty, integrity, and authenticity.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Relationship Building

• Exhibit consistent relationship building including, but not limited to:
  • Primary function to handle high call volume and various customer interactions regarding consumer telephone banking accounts.
  • Ability to handle high call volume and various customer interactions at a fast pace.
  • Build rapport by exhibiting high competency in customer experience interactions.
  • Effectively utilize open and closed-ended questions to understand current and future financial goals of customers.
  • Confidently and proficiently explain Seacoast Bank products and services to customers.
  • Proven ability to create and enhance relationships based on customer needs.
  • Exhibit good listening skills and speak clearly and persuasively in positive or negative situations.
• Respond promptly to customer needs and requests for service.
• Quickly seek out appropriate people in more complex financial matters
• Able to balance business needs with customer requests while managing potential risk to bank.
• Embrace new technology and remain up to date on industry changes to create an open environment that fosters idea generation and innovation.
• Participate in community, charitable or civic events.
• Exhibit strong work ethic and teamwork, collaborating with other associates within the Customer Support Center and across the organization to develop trusting and cooperative working relationships.
• Accept feedback and coaching openly and willingly from supervisors and peers to improve performance.
• Exhibit intermediate proficiencies in all consumer deposit and lending products and processes.
• Exhibit strong understanding of customer-facing technology with the ability to discuss with and enroll customers in self-service products/processes including, but not limited to, internet, telephone, smart phone/tablet applications, debit card, ATM, ACH, Remote Deposit Capture (RDC) and P2P.
• Oversee and interact directly with customers and internal bank partners by telephone or other electronic mediums in order to resolve complex issues and deliver outstanding customer experiences.
• Provide an exceptional customer experience by adhering to the Call Expectation Guidelines, helping the Customer Support Center to meet or exceed Quality Control standards and Net Promoter Score expectations.
• Generate ideas that will lead to improved processes, procedures and customer experience to ensure the Customer Support Center achieves a high level of performance.

• Resolve more challenging customer issues and solves problems in a positive manner to retain the customer relationship.

• Collaborate with Customer Support Center leaders to create and exceed overall Service Level Requirements

• Complete account servicing requests with a high degree of customer satisfaction
• De-escalate customer calls as needed.

Operational Functions

• Open and process accounts for customers and perform account maintenance adhering to the bank’s current policies and procedures.
• Ensure adherence to AML/BSA requirements, audit procedures, security, Business Continuity, and all other regulated banking requirements.
• Follow instructions and responds to management direction to help resolve more difficult customer objections and solves problems in a timely and positive manner to retain the customer relationship.
• Adhere to Seacoast Bank’s Code of Conduct and follow all safety and security procedures.
• Ensure proper policy and procedure guidelines are followed in every situation including, but not limited to, policy exceptions and authority-based approvals.
• Adhere to established work schedule.
• Ensure customer resolution is obtained by a specific average handle time.
• Work with multiple systems in order to fully service customer requests
• Manage and complete daily tasks including but not limited to Customer Support Center mailbox, incoming voicemails, alternate channel requests, P2P enrollment verification, and daily pending reports.
• Provide guidance to junior advisors for online support, including but not limited to chat, email, online banking and other duties as assigned.

EDUCATION and/or EXPERIENCE:

• High School Diploma or equivalent required
• College degree (A.A. or A.S. or B.A. or similar) or 3+ years’ work experience in retail sales and/or call center required.
• Flexible to work a schedule required to accommodate the demands of a Customer Support Center, including weekends and holidays.
• 2+ years’ financial services experience preferred.
• Proven track record in sales or customer service with a history of achieving goals in excess of expectations.
• Demonstrate excellent communication (written and verbal) and interpersonal skills.
• Able to work independently and exercise a high degree of initiative.
• PC Proficiency in Desktop, Laptop, Tablet, and Smartphone devices as well as Microsoft Office Suite software and ability to learn other computer systems/programs quickly.
• Fluency in Spanish or Portuguese preferred

The Statements above are intended to describe the general nature and level of work being performed by people assigned to this position. They are not intended to be an exhaustive list of responsibilities, duties, and skills. Because these statements are general, the job description is used for a variety of purposes including job evaluations; performance reviews; recruitment; etc. All Associates are required to adhere to the highest legal and ethical standards applicable to our industry. It is the policy of Seacoast Bank that all Associates will be familiar and compliant with all regulatory, legal, ethical and Bank risk mitigation requirements pertaining to both our industry and their individual roles. This includes the on time, successful completion of annual required training post-hire and effective execution of role responsibilities.

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