Job Description

Call Center Specialist

The Call Center Specialist assists external and internal clients with debit card, digital banking and various banking needs via telephone.

Swing Shift: Refers to a work schedule that covers evening and night shifts and may have an alternating schedule to allow for coverage based on business needs. Additionally, this position requires evening/night and weekend availability. Schedules are as follows:

Schedule A: MondayFriday (with one weekday offTuesday, Wednesday, or Thursday), 12:30 PM9:00 PM, and Saturday 9:00 AM5:00 PM.

Schedule B: MondayFriday (with one weekday offTuesday, Wednesday, or Thursday), 12:30 PM9:00 PM, and Sunday 9:00 AM5:00 PM.

Location: Highly preferred for the candidate to reside in New Orleans, LA area and/or Dallas, TX area to be able to come into the office, as needed; however, the position is mostly remote, referring to a work-from-home schedule.

Responsibilities:

• Identifies client needs, clarifies information, troubleshoots, and research to resolve every issue and/or provide solutions related to banking needs.
• Manages outbound calls in a timely manner.
• Answers incoming calls to assist with digital banking needs, provide information about products and services, and respond to client complaints in a respectful and helpful manner.
• Participates in training programs to continuously improve product knowledge and service skills.
• Escalates client complaints or issues to management when necessary.
• Handles Debit card travel alerts and increases for clients and branches.
• Processes deposit account file maintenance, requests for copies of checks and/or statements, and other requests as necessary.
• Responds to requests for stop payments, including COD interest check stop payment requests.
• Places outbound calls when needed.
• Works shift schedule and/or swing shifts, including nights and weekends.
• Completes special projects and additional duties as assigned.

Requirements:

Skills/Experience/Education:

• Experience working in Client Service Call Centers or Client Services Industry.
• Positive and customer-focused mindset with strong verbal and written communication skills.
• Exceptional time management skills with the ability to work independently.
• Punctual, reliable, and detail oriented.
• Computer and mobile device proficiency.
• Strong listening and problem-solving abilities.
• Persistent enthusiasm when interacting with clients.
• Must have a reliable internet service at residence to work from home when needed.
• Ability to work well under pressure and maintain self-control during stressful situations.
• Bi-lingual, (Spanish) preferred.

Essential Mental & Physical Requirements:

• Ability to travel if required to perform the essential job functions.
• Ability to work under stress and meet deadlines.
• Ability to read and interpret a document if required to perform the essential job functions.
• Prolonged periods of sitting at a desk and working on a computer may be required.
• Ability to lift/move/carry approximately 15 pounds if required to perform the essential job functions. If the employee is unable to lift/move/carry this weight and can be accommodated without causing the department/division any "undue hardship" then the employee must be accommodated; hence omitting lifting/moving/carrying as a physical requirement.

Gulf Coast Bank & Trust Company and its subsidiaries is committed to a diverse and inclusive workforce. We are committed to equal employment opportunities without regard to race, color, genetic information, religion, sex, affectional or sexual orientation, gender identity or expression, age, marital status, military and veteran status, physical and mental disability, and any other characteristic protected by applicable law. We believe in attracting, retaining, and promoting quality talent and recognize that our diversity is critical to the success of the company.

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