Contact Center Specialist

EverBank; Jacksonville (FL); On-site; USD 28,000 - 40,000; Full time

Benefits offered by this job

Medical, dental, vision

401(k)

Paid holidays & PTO

Job summary

EverBank, N.A. is seeking a Contact Center Specialist to service clients via inbound calls and provide exceptional support. The role emphasizes accurate documentation, proactive problem-solving, and adherence to banking regulations.

Candidates should have 2+ years in customer service or banking, with experience handling account openings, transfers, and online banking tools. Strong CRM skills and attention to risk are essential for success.

Qualifications

• 2+ years of customer service or banking experience.
• Experience processing banking transactions such as account opening, wire transfers, ACH payments, Zelle, bill pay, and account maintenance.
• Proficiency with CRM systems and online banking platforms.
• Strong knowledge of banking regulations, fraud prevention practices, and risk management.
• Experience meeting quality, client satisfaction, or sales/referral goals in a contact center or banking environment.

Responsibilities

• Maintains high-quality service by answering inbound product and service questions and referrals while aiming for one call resolution.
• Processes banking tasks including account openings, money movement, CD maturity, bill pay, and web support.
• Maintains client records by verifying and updating account information.
• Resolves product or service problems by listening, diagnosing, and explaining solutions and following up.

Skills

Customer service

Multi-system navigation

Communication skills

Banking knowledge

CRM systems

Education

High School Preferred

Tools

CRM systems

Online banking platforms

Job description

The Contact Center Specialist role is responsible to service, inform, and assist the organization's clients while providing an exceptional client experience. Working under limited supervision, the role handles inbound service calls for a targeted client treatment.

Key Responsibilities And Duties

• 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.

Educational Requirements

• High School Preferred

Preferred Qualifications

• 2+ years of customer service, contact center, retail banking, or financial services experience, with a demonstrated ability to resolve client inquiries and provide exceptional service.
• 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.

Role Specific Work Experience

• No Experience Required; 2+ Years Preferred

Physical Requirements

• Physical Requirements: Sedentary Work

Career Level

• 3IC

$25 - $25 ,

EverBank, N.A. is a nationwide specialty bank providing high-value products and services to consumer and commercial clients nationwide. As a pioneer in online banking, we offer convenient digital access for clients 24/7, in addition to phone banking services and a network of financial centers.

The Company's commitment is to deliver to our clients high-performing, high-yield solutions backed by exceptional service, always giving them the advantage they expect, to make the most of their money.

VEVRAA Federal Contractor

Member FDIC

Notice to Job Seekers

EverBank, N.A. is committed to the well-being of its associates. That's why we offer a comprehensive Total Rewards package commensurate with the position and job-related qualifications, skills and knowledge. The Company's comprehensive Total Rewards package provides choice and flexibility and respects differences. The following benefits are available through the Company:

• Medical, dental, vision & HSA/FSA
• 401(k) savings
• Paid holidays & generous PTO
• Additional wellness & voluntary benefits

Additional Company-provided Benefit Options (subject To Plan Terms)

• Tuition reimbursement
• Commuter Benefits
• Life and Disability Insurance

Scheduling Requirements

To be considered for this opportunity, applicants must be able to meet the following scheduling requirements:

Work Schedules

• Lewisville, TX: Must be available to work Monday through Friday, 11:00 AM - 8:00 PM CT.
• Jacksonville, FL: Must be available to work Monday through Friday, 10:00 AM - 7:00 PM ET, with every other Saturday required. Associates scheduled to work a Saturday will receive one weekday off during that workweek.