Contact Center Customer Service Representative (On- site Montgomery)

Hancock Whitney; Montgomery (AL); On-site; USD 30,000 - 42,000; Full time

Job summary

Hancock Whitney in Montgomery, AL is seeking a Client Services Advisor 1 in our Contact Center. The role delivers Five Star service across email, chat, phone, and social media to support both business and retail clients.

You will handle online banking, mobile, text banking, e-pay questions, and assist with deposits, loans, and digital banking referrals, while upholding security and accuracy.

Qualifications

• Excellent oral and written communication skills.
• Attention to detail and effective time management.
• Ability to work under stress and meet deadlines.

Responsibilities

• Provide Five Star service to clients via email, chat, phone, and social media.
• Support Debit and ATM transactions including disputes and card replacement.
• Identify client financial needs and refer to Digital Banking team.
• Assist with deposits and loans servicing.
• Handle research with banking items (check imaging, 1099/tax info, encoding errors).
• Process transfers, loan payments, scheduled transfers, and overdraft protection.
• Escalate issues to ensure resolution and recommend appropriate next steps.
• Comply with applicable banking laws and regulations.

Skills

Excellent communication

Attention to detail

Time management

Handling high-pressure situations

Education

High school diploma or GED

Job description

JOB FUNCTION / SUMMARY

The Contact Center provides client service support for business and retail clients. The Client Services Advisor 1 utilizes a variety of digital servicing tools to assist our clients with questions, provide solutions, protect clients’ information and to ensure our clients feel valued and appreciated. This position is responsible for delivering Five Star Service to clients via email, chat, phone, and social media.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Provides Five Star service to our clients and technical assistance to answer questions and provide solutions for Online Banking, Mobile, text banking and e-pay.
• Supports Debit and ATM transactions to include Dispute handling and reporting/replacing lost or stolen ATM and Check cards.
• Identifies client financial needs, informs and recommends appropriate financial services or products on the telephone and gains customer agreement to refer to a Digital Banking team.
• Supports client servicing for deposits and loans
• Responsible for research with general banking items to include check and statement imaging, 1099/tax information, encoding errors, and the like.
• Completes financial transactions; transfers between accounts, payments on loans, and initiates scheduled transfers and Account Transfer Overdraft Protection.
• Recommends appropriate problem resolution, service, or department as necessary for further assistance and call resolution concerning client inquiries to enhance the clients experience.
• Other duties and special projects as assigned by Senior Management.
• Incumbent is required to comply with all applicable federal, state, and local banking and industry related laws and regulations including but not limited to the Bank Secrecy Act.

SUPERVISORY RESPONSIBILITIES

None

MINIMUM REQUIRED EDUCATION, EXPERIENCE & KNOWLEDGE

• High school diploma or general education degree (GED)
• 1+ year experience in high client contact environment dealing with customer resolution in any industry. Contact Center or Banking experience preferred.

ESSENTIAL MENTAL & PHYSICAL REQUIREMENTS

• Excellent oral and written communication skills
• Ability to navigate computer systems to facilitate client support
• Attention to detail and effective time management skills
• Ability to work under stress and meet deadlines
• Ability to travel if required to perform the essential job functions
• Ability to lift/move/carry approximately 10 pounds if required to perform the essential job functions. If the employee is unable to lift/move/carry this weight and can be accommodated without causing the department/division an “undue hardship” then the employee must be accommodated; hence omitting lifting/moving/carrying as a physical requirement

Equal Opportunity/Affirmative Action Employers. All qualified applicants will receive consideration for employment without regard to race, color, religious beliefs, national origin, ancestry, citizenship, sex, gender, sexual orientation, gender identity, marital status, age, physical or mental disability or history of disability, genetic information, status as a protected veteran, disabled veteran, or other protected characteristics as required by federal, state and local laws.