Temporary Call Center Advisor - Lake Mary, FL at Seacoast National Bank

DescriptionTHIS IS A TEMPORARY POSITION, LASTING AN ESTIMATED 12 WEEKSLocation: Lake Mary, FLJOB SUMMARY:This TEMPORARY position is responsible for increasing deposits, customer base, and revenue by building rapport with new and existing customers. Responsible for understanding the customer's current and future financial needs, and match Seacoast Bank's 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. Consistently gains the confidence and trust of others through honesty, integrity, and authenticity.ESSENTIAL DUTIES AND RESPONSIBILITIES:Relationship BuildingExhibit consistent relationship building including, but not limited to:Primary function to handle high call volume and various customer interactions regarding consumer telephone banking accountsAbility to handle high call volume and various customer interactions at a fast paceBuild rapport by exhibiting high competency in customer experience interactionsEffectively utilize open and closed-ended questions to understand current and future financial goals of customersConfidently and proficiently explain Seacoast Bank products and services to customersProven ability to create and enhance relationships based on customer needsExhibit good listening skills and speak clearly and persuasively in positive or negative situationsRespond promptly to customer needs and requests for serviceQuickly seek out appropriate people in more complex financial mattersAble to balance business needs with customer requests while managing potential risk to bankEmbrace new technology and remain up to date on industry changes to create an open environment that fosters idea generation and innovationParticipate in community, charitable or civic eventsExhibit strong work ethic and teamwork, collaborating with other associates within the Customer Support Center and across the organization to develop trusting and cooperative working relationshipsAccept feedback and coaching openly and willingly from supervisors and peers to improve performanceBuild proficiencies in all consumer deposit and lending products and processesDevelop a strong understanding of customer-facing technology with the ability to discuss with and enroll customers in self-service products/processesInteract directly with customers by telephone or other electronic mediums to deliver an outstanding customer experienceProvide an exceptional customer experience by adhering to Call Expectation Guidelines, demonstrate improvements based on Quality Control feedback and coaching, and help the Customer Support Center to meet or exceed Quality Control standards and Net Promoter Score expectations.Operational FunctionsOpen and process accounts for customers and perform account maintenance adhering to the bank's current policies and proceduresEnsure adherence to AML/BSA requirements, audit procedures, security, Business Continuity, and all other regulated banking requirementsFollow 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 relationshipAdhere to Seacoast Bank's Code of Conduct and follow all safety and security proceduresEnsure proper policy and procedure guidelines are followed in every situation including, but not limited to, policy exceptions and authority-based approvalsAdhere to established work scheduleEnsure customer resolution is obtained by a specific average handle timeWork with multiple systems in order to fully service customer requestsReasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.EDUCATION AND/OR EXPERIENCE:High School Diploma or equivalent requiredCollege degree (A.A. or A.S. or B.A. or similar) or actively perusing a college degree preferred2+ years' work experience in retail sales and/or call center preferred1+ years financial services experience preferredAbility to work a flexible schedule to accommodate the demands of a Customer Support Center, including weekends and holidaysProven track record in sales or customer service with a history of achieving goals in excess of expectationsDemonstrate excellent communication (written and verbal) and interpersonal skillsAble to work independently and exercise a high degree of initiativePC Proficiency in Desktop, Laptop, Tablet, and Smartphone devices as well as Microsoft Office Suite software and ability to learn other computer systems/programs quicklyFluency in Spanish or Portuguese preferredThe 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. #LI - TR1Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.