Customer Support Specialist

2 weeks ago

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

This role is essential for enhancing customer engagement, expanding the client base, and driving revenue growth by establishing strong connections with both new and existing clients. The incumbent 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 achieving individual and organizational objectives. Trust and confidence are built through transparency, integrity, and authenticity.

KEY 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 inquiries
    • Foster rapport by showcasing expertise in customer experience interactions
    • Utilize both open and closed-ended questions effectively to uncover the financial aspirations of customers
    • Confidently articulate Seacoast Bank's products and services to clients
    • Proven track record of developing and nurturing relationships based on customer needs
    • Exhibit strong listening skills and communicate clearly and persuasively in various situations
  • Respond swiftly to customer inquiries and service requests
  • Proactively identify appropriate resources for complex financial issues
  • Balance organizational needs with customer requests while mitigating potential risks
  • Embrace technological advancements and stay informed on industry trends to foster an innovative environment
  • Engage in community, charitable, or civic initiatives
  • Demonstrate a strong work ethic and collaborate effectively with colleagues across the Customer Support Center and the organization
  • Welcome constructive feedback and coaching from supervisors and peers to enhance performance
  • Achieve proficiency in all consumer deposit and lending products and processes
  • Develop a comprehensive understanding of customer-facing technology and assist clients in utilizing self-service options
  • Interact directly with customers via phone or electronic channels to deliver exceptional service
  • Ensure an outstanding customer experience by adhering to Call Expectation Guidelines and improving based on Quality Control feedback, contributing to the Customer Support Center's performance 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 established work schedule
  • Achieve customer resolution within a specified average handling time
  • Utilize multiple systems to fully address customer requests
Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

EDUCATION AND 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 required
  • Flexibility to work a schedule that meets 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
  • Fluency in Spanish or Portuguese preferred
The statements above are intended to describe the general nature and level of work performed by individuals in this position. They are not exhaustive lists of responsibilities, duties, and skills. 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 risk mitigation requirements related to their roles.

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