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Banking Call Center Representative

4 months ago

Clearwater, United States BayFirst Financial Corp. Full time

BayFirst National Bank is a full-service community bank and national SBA Lender founded in 1999 and headquartered in St. Petersburg, Florida. We are a true community bank, and our unique model is grounded in supporting the strength and heart of our communities: individuals, families, and small business owners.

We are both current and comfortable for the broad customer base and communities in which we serve. We are socially responsible and understand our duty to the economic impact of the underserved. As a progressive and innovative organization, we are constantly moving forward in the changing world around us by acting with speed, simplicity, and decisiveness to meet our customers on their terms as products, technologies, and customer experience expectations evolve.

Understanding that our employees are our most valuable resource, we are committed to providing career development opportunities, flexibility, competitive compensation, and best-in-class 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.

Purpose of the Position:

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 National Bank as the first choice for all their banking needs

Primary responsibilities include but are not limited to:

* Respond to all inbound phone, email and chat inquiries regarding Deposits, Loans and Services while upholding the Contact Centers service level agreements, all laws, rules, and regulations.
* Provide technical support and troubleshoot BayFirst National Bank'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 customer.
* Identify qualified referrals to other departments for assistance with personal, business, commercial and residential loans to ensure the best customer experience possible
* Ability to travel to all FHB's branches to support co-workers and customers when needed.

Qualifications include but are not limited to:

* High School Diploma or equivalent required; college degree or equivalent work experience is preferred.
* Previous call center experience is required.
* Experience in a banking related role is preferred.
* Experience in live-chat roles and responding to email inquiries.
* Ability to breakdown complex problems into sequential priorities and then select solutions to resolve the entire problem.
* Excellent communication skills both verbal and written.
* Basic working knowledge of bank resources, the areas of expertise and the Bank's policies and procedures.
* Comfort navigating 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.

Environmental/Physical Demands

* Standard office environment unless otherwise stated.
* This position does offer remote work 2 to 3 days a week (after initial training and based on performance): employees are required to have access to a secure and quiet environment during working hours

BayFirst National Bank believes that diversity and inclusivity are essential to positive long-term success and achieving our strategic business goals. We are proud to be an Equal Opportunity Employer, and we encourage diverse and talented applicants to apply. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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