Now Hiring - Seacoast Bank - Temporary Global Banking Call Center Advisor in Miami, FL

JOB SUMMARY:

This position performs customer service, inbound relationship building, and operations within the Servicio Global/Global Services Unit Customer Support Center. This team serves as an extension of the Global Banking Officer and Global Client Advisor team in order to provide a white glove customer service experience to high net worth Global Clients.

Consistently gains the confidence and trust of others through honesty, integrity, and authenticity.

QUALIFICATIONS:

• High School Diploma or equivalent required
• College degree (A.A. or A.S. or B.A. or similar) or 2+ years’ work experience in retail sales and/or call center required
• Flexible to work a schedule required to accommodate the demands of a Customer Support Center.
• 1+ years financial services experience preferred

• Proven track record in sales or customer service with a history of achieving goals in excess of expectations
• Demonstrate excellent communication (written and verbal) and interpersonal skills
• Able to work independently and exercise a high degree of initiative
• PC Proficiency in Desktop, Laptop, Tablet, and Smartphone devices as well as Microsoft Office Suite software and ability to learn other computer systems/programs quickly
• Bilingual: English/Spanish required Portuguese preferred

ESSENTIAL JOB UNCTIONS:

Relationship Building

• Exhibit consistent relationship building including, but not limited to:
  • Primary function to handle high e-mail volume and various customer interactions regarding Global clients banking accounts
  • Ability to prioritize and handle high e-mail volume, perform outbound call and call backs at a fast pace
  • Build rapport by exhibiting high competency in customer experience interactions
  • Act with caution as first line of defense for fraud
  • Confidently and proficiently explain Seacoast Bank products and services to customers specially around the use of online tools, debit cards and credit cards while quickly seeking the help of the Global Banking Officer to respond to more complex financial matters.
  • Proven ability to create and enhance relationships based on customer needs

Exhibit good listening skills and speak clearly and persuasively in positive or negative situations

• Respond promptly to customer needs and requests for service
• Able to balance business needs with customer requests while managing potential risk to bank
• Embrace new technology and remain up to date on industry changes to create an open environment that fosters idea generation and innovation
• Exhibit strong work ethic and teamwork, collaborating with other associates within the Customer Support Center and across the organization to develop trusting and cooperative working relationships
• Accept feedback and coaching openly and willingly from supervisors and peers to improve performance
• Build proficiencies in all consumer deposit and lending products and processes
• Develop a strong understanding of customer-facing technology with the ability to discuss with and enroll customers in self-service products/processes
• Interact directly with customers by telephone or other electronic mediums to deliver an outstanding customer experience
• Provide an exceptional customer experience by adhering to Call Expectation Guidelines, demonstrate improvements based on Quality Control feedback and coaching, and help the Customer Support Center to meet or exceed Quality Control standards and Net Promoter Score expectations.

Operational Functions

• Open and process accounts for customers and perform account maintenance adhering to the bank’s current policies and procedures
• Ensure adherence to AML/BSA requirements, audit procedures, security, Business Continuity, and all other regulated banking requirements
• Follow instructions and responds to management direction to help resolve more difficult customer objections, and solves problems in a timely and positive manner to retain the customer relationship
• Adhere to Seacoast Bank’s Code of Conduct and follow all safety and security procedures
• Ensure proper policy and procedure guidelines are followed in every situation including, but not limited to, policy exceptions and authority-based approvals
• Adhere to established work schedule
• Ensure customer resolution is obtained by a specific average handle time
• Work with multiple systems in order to fully service customer requests

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.