Call Center Specialist (Swing Shift)

Gulf Coast Bank & Trust; Metairie (LA); Remote; USD 32,000 - 42,000; Full time

Job summary

Gulf Coast Bank & Trust is seeking a Call Center Specialist to assist external and internal clients with debit card, digital banking and various banking needs via telephone. The role includes swing shifts, weekend coverage, and mostly remote work with occasional in-office days in the New Orleans, LA area or Dallas, TX area when needed.

The position emphasizes excellent communication, problem-solving, and a customer-focused mindset, with schedules: 12:30 PM–9:00 PM and weekend options.

Qualifications

• Experience in client service call centers or client services.
• Customer-focused mindset with strong verbal and written communication.
• Excellent time management and ability to work independently.
• Punctual, reliable and detail oriented.
• Computer and mobile device proficiency.
• Strong listening and problem-solving abilities.
• Ability to work under pressure with self-control.
• Bi-lingual, Spanish preferred.

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.

Skills

Customer service

Verbal communication

Written communication

Time management

Attention to detail

Reliability

Problem solving

Listening skills

Spanish (bilingual)

Job description

Summary

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.

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.