Call Center Specialist (Swing Shift)

Summary

The Call Center Specialist assists external and internal clients with debit card, digital banking and various banking needs via telephone.

Swing Shift: Refers to a work schedule that covers evening and night shifts and may have an alternating schedule to allow for coverage based on business needs. Additionally, this position requires evening/night and weekend availability. Schedules are as follows:

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.