Call Center Specialist (Swing Shift)

About the Role

This position assists external and internal clients with debit card, digital banking, and various banking needs via telephone. The role operates on a swing shift, covering evening and night shifts with an alternating schedule to meet business needs. Evening, night, and weekend availability is required.

The position is mostly remote, with a preference for candidates residing in the New Orleans, LA or Dallas, TX areas to come into the office as needed.

Schedule

Two schedule options are available:

• 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.

Responsibilities

• Identify client needs, clarify information, troubleshoot, and research to resolve issues or provide solutions related to banking needs.
• Manage outbound calls in a timely manner.
• Answer incoming calls to assist with digital banking needs, provide product and service information, and respond to client complaints respectfully and helpfully.
• Participate in training programs to continuously improve product knowledge and service skills.
• Escalate client complaints or issues to management when necessary.
• Handle debit card travel alerts and increases for clients and branches.
• Process deposit account file maintenance, requests for copies of checks and/or statements, and other requests as necessary.
• Respond to requests for stop payments, including COD interest check stop payment requests.
• Place outbound calls as needed.
• Work shift schedule and/or swing shifts, including nights and weekends.
• Complete special projects and additional duties as assigned.

Requirements

• Experience working in client service call centers or the 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.
• Proficiency with computers and mobile devices.
• Strong listening and problem-solving abilities.
• Persistent enthusiasm when interacting with clients.
• Reliable internet service at residence for remote work.
• Ability to work well under pressure and maintain self-control during stressful situations.
• Bilingual (Spanish) preferred.

Essential Mental & Physical Requirements

• Ability to travel if required to perform essential job functions.
• Ability to work under stress and meet deadlines.
• Ability to read and interpret documents if required to perform 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 essential job functions. Accommodations may be provided if needed without causing undue hardship.