Banking Inbound Support Specialist

EverBank; Lewisville (TX); On-site; USD 28,000 - 40,000; Full time

Job summary

EverBank is seeking a Contact Center Specialist to provide exceptional service, information, and assistance to clients. The role handles inbound calls, processes banking transactions, updates records, and ensures compliance with banking regulations.

The position emphasizes high-quality service, problem resolution, and identifying opportunities to promote bank products while maintaining documentation accuracy and security. Strong CRM and online banking familiarity is required.

Qualifications

• 2+ years of customer service, contact center, retail banking, or financial services experience.
• Experience processing banking transactions such as account opening, wire transfers, ACH payments, Zelle transactions, bill pay services, and account maintenance activities.
• Proficiency with customer relationship management (CRM) systems, online banking platforms, and multi-system navigation, with the ability to accurately document client interactions while maintaining productivity standards.
• Strong knowledge of banking regulations, fraud prevention practices, and risk management procedures, including experience verifying customer identity and handling sensitive financial information.
• Previous experience meeting quality, client satisfaction, or sales/referral goals in a contact center or banking environment.

Responsibilities

• Maintains high-quality service to all clients by answering inbound product and service questions and referrals while maintaining ownership and one call resolution.
• Processes bank account openings, money movement such as wire, Zelle, CD maturity, bill pay, account maintenance, and web support.
• Maintains client records by verifying and updating account information.
• Resolves product or service problems in a timely manner by listening, determining the cause of the problem, selecting, and explaining the best solution to solve the problem, expediting the solution, and following up with the client.
• Follows established policies and procedures and reporting needed changes while complying with federal, state, and local banking regulations. Documents customer feedback and complaints.
• Supports continuous improvement by identifying non-urgent or urgent call trends, observations, or common issues; participates in technology, testing, or projects.
• Protects the organization by following risk management protocols and adhering to regulatory requirements. Identifies and promotes the Bank's products to potential and existing customers.

Job description

EverBank is seeking a Contact Center Specialist to provide exceptional service, information, and assistance to clients. The role handles inbound calls, processes banking transactions, updates records, and ensures compliance with banking regulations.

The position emphasizes high-quality service, problem resolution, and identifying opportunities to promote bank products while maintaining documentation accuracy and security. Strong CRM and online banking familiarity is required.