Customer Support Specialist

1 week ago

Lake Mary, Florida, United States Seacoast Bank Full time
JOB SUMMARY:

This role is focused on enhancing customer engagement, expanding the client base, and driving revenue growth by establishing strong connections with both new and existing clients. The individual will assess the current and future financial requirements of customers and align them with Seacoast Bank's offerings. This position encompasses customer service, proactive relationship management, and operational tasks within the Customer Support Center, all while adhering to individual and organizational objectives and values. Trust and confidence are built through honesty, integrity, and authenticity.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Relationship Management
  • Demonstrate consistent relationship management, including but not limited to:
    • Primary responsibility for managing high call volumes and diverse customer interactions related to consumer banking accounts
    • Ability to navigate a fast-paced environment while handling multiple customer interactions
    • Foster rapport by showcasing high proficiency in customer experience engagements
    • Utilize effective questioning techniques to comprehend the current and future financial aspirations of clients
    • Confidently articulate Seacoast Bank's products and services to clients
    • Proven capability to cultivate and strengthen relationships based on client needs
    • Exhibit strong listening skills and communicate clearly and persuasively in various situations
  • Respond promptly to client inquiries and service requests
  • Quickly identify and engage appropriate resources for complex financial issues
  • Balance organizational needs with client requests while managing potential risks
  • Embrace technological advancements and stay informed about industry developments to foster an innovative environment
  • Participate in community and charitable initiatives
  • Demonstrate a strong work ethic and collaborate effectively with colleagues within the Customer Support Center and across the organization to build trusting relationships
  • Welcome feedback and coaching from supervisors and peers to enhance performance
  • Develop expertise in all consumer deposit and lending products and processes
  • Gain a thorough understanding of customer-facing technology to assist clients in utilizing self-service options
  • Engage directly with clients via phone or electronic channels to deliver exceptional service
  • Ensure an outstanding customer experience by adhering to established Call Expectation Guidelines, implementing improvements based on Quality Control feedback, and helping the Customer Support Center meet or exceed quality standards and customer satisfaction metrics.
Operational Responsibilities
  • Open and manage customer accounts while adhering to the bank's policies and procedures
  • Ensure compliance with AML/BSA regulations, audit protocols, security measures, and all other banking requirements
  • Follow management directives to resolve complex customer objections and address issues promptly to maintain customer relationships
  • Adhere to Seacoast Bank's Code of Conduct and comply with all safety and security protocols
  • Ensure compliance with established policies and procedures in all situations, including policy exceptions and authority-based approvals
  • Maintain adherence to the designated work schedule
  • Achieve customer resolution within specified average handling times
  • Utilize multiple systems to fully address customer requests
Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

EDUCATION AND/OR EXPERIENCE:
  • High School Diploma or equivalent required
  • College degree (A.A., A.S., B.A., or similar) or 2+ years of experience in retail sales and/or call center preferred
  • Flexibility to work a schedule that accommodates the demands of a Customer Support Center, including weekends and holidays
  • 1+ years of experience in financial services preferred
  • Demonstrated success in sales or customer service with a history of exceeding performance expectations
  • Excellent communication (written and verbal) and interpersonal skills
  • Able to work independently and demonstrate a high degree of initiative
  • Proficient in using Desktop, Laptop, Tablet, and Smartphone devices, as well as Microsoft Office Suite, with the ability to quickly learn new systems/programs
  • Fluency in Spanish or Portuguese is preferred
The statements above are intended to describe the general nature and level of work performed by individuals in this position. They are not intended to be an exhaustive list of responsibilities, duties, and skills. All Associates are required to adhere to the highest legal and ethical standards applicable to our industry. Seacoast Bank is committed to ensuring that all Associates are familiar with and compliant with all regulatory, legal, ethical, and risk mitigation requirements relevant to their roles.

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