Contact Center Customer Service Representative (Onsite - Covington)

Hancock Whitney Corp.; Covington (LA); On-site; USD 32,000 - 42,000; Full time

Job summary

Hancock Whitney Corp. in Covington, LA, seeks a Client Services Advisor I to deliver Five Star service across email, chat, phone, and social media.

You will assist clients with Online Banking, Mobile, e-pay and card transactions, while safeguarding sensitive information and ensuring a positive customer experience. The role emphasizes accurate problem resolution, cross‑team referrals, and compliance with banking regulations.

Qualifications

• Excellent oral and written communication skills.
• Ability to navigate computer systems to facilitate client support.
• 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.
• Assist with Online Banking, Mobile, text banking and e-pay inquiries and issues.
• Support Debit and ATM transactions, disputes, and card replacement processes.
• Identify client needs and refer to appropriate Digital Banking team or products.
• Ensure compliance with banking laws and internal procedures.

Skills

Oral & written comms

Multi-channel support

Digital banking familiarity

Attention to detail

Time management

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

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.

Company Culture and Values

When you choose a career with Hancock Whitney (Nasdaq: HWC), we pledge a heartfelt promise: You can grow. You have a voice. You are important. You also share in a rich regional heritage and embrace core values—timeless ideals vital to our culture since the 1800s—that inspire how we serve clients, communities, and each other: Honor & Integrity, Strength & Stability, Commitment to Service, Teamwork, and Personal Responsibility. A fast-growing organization consistently rated among America’s strongest, safest financial services institutions, our company is based in Gulfport, Mississippi. Our bank and subsidiaries provide contemporary, comprehensive consumer, commercial, and wealth financial products and services at regional headquarters and 200-plus financial centers across a vibrant Southeast corridor including Alabama, Florida, Louisiana, Mississippi, Tennessee, and Texas. Each day, our nearly 4,000 associates carry on a mission to help people achieve their financial goals and dreams. We come to work to create opportunities for the people we serve in the communities we call home. Together, we continue building a company solidly focused on being better, going beyond, and doing more to secure success for the people and businesses depending on us. Let our legacy lead to your future.