Call Center Specialist (Swing Shift)

About the role

The Call Center Specialist assists external and internal clients with debit card, digital banking and various banking needs via telephone. This is a swing shift position that requires evening/night and weekend availability.

Schedule

• Schedule A: Monday–Friday (with one weekday off—Tuesday, Wednesday, or Thursday), 12:30 PM–9:00 PM, and Saturday 9:00 AM–5:00 PM
• Schedule B: Monday–Friday (with one weekday off—Tuesday, Wednesday, or Thursday), 12:30 PM–9:00 PM, and Sunday 9:00 AM–5:00 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

• 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
• 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