Contact Center Specialist

Contact Center Specialist
The Contact Center Specialist role is responsible to service, inform, and assist 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.

Key Responsibilities and Duties

• Maintains high-quality service to all clients by answering inbound product and service questions and referrals while maintaining ownership and one call resolution.
• Processes bank account openings, money movement such as wire, Zelle, CD maturity, bill pay, account maintenance, and web support.
• Maintains client records by verifying and updating account information.
• Resolves product or service problems in a timely manner by listening, determining the cause of the problem, selecting, and explaining the best solution to solve the problem, expediting the solution, and following up with the client.
• Follows established policies and procedures and reporting needed changes while complying with federal, state, and local banking regulations. Documents customer feedback and complaints.
• Supports continuous improvement by identifying non-urgent or urgent call trends, observations, or common issues; participates in technology, testing, or projects.
• Protects the organization by following risk management protocols and adhering to regulatory requirements. Identifies and promotes the Bank's products to potential and existing customers.

Educational Requirements

• High School Preferred

Preferred Qualifications

• 2+ years of customer service, contact center, retail banking, or financial services experience, with a demonstrated ability to resolve client inquiries and provide exceptional service.
• Experience processing banking transactions such as account opening, wire transfers, ACH payments, Zelle transactions, bill pay services, and account maintenance activities.
• Proficiency with customer relationship management (CRM) systems, online banking platforms, and multi-system navigation, with the ability to accurately document client interactions while maintaining productivity standards.
• Strong knowledge of banking regulations, fraud prevention practices, and risk management procedures, including experience verifying customer identity and handling sensitive financial information.
• Previous experience meeting quality, client satisfaction, or sales/referral goals in a contact center or banking environment.

Role Specific Work Experience

• No Experience Required; 2+ Years Preferred

Physical Requirements

• Physical Requirements: Sedentary Work

Career Level
3IC

Scheduling Requirements

To be considered for this opportunity, applicants must be able to meet the following scheduling requirements:

Work Schedules

• Lewisville, TX: Must be available to work Monday through Friday, 11:00 AM - 8:00 PM CT.
• Jacksonville, FL: Must be available to work Monday through Friday, 10:00 AM - 7:00 PM ET, with every other Saturday required. Associates scheduled to work a Saturday will receive one weekday off during that workweek.