Contact Center Specialist

EverBank Financial Corp.; Jacksonville, Lewisville (FL, TX); Presencial; USD 28 000 - 40 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

401(k) savings

Wellness & voluntary benefits

Life and Disability Insurance

Resumo da oferta

EverBank, N.A. is seeking a Contact Center Specialist to deliver exceptional client service via inbound calls. You will assist clients with banking needs, provide information, and maintain accurate records while following regulatory requirements.

The role emphasizes processing transactions, using CRM systems, and maintaining high-quality service levels in a fast-paced banking environment.

Qualificações

• 2+ years of customer service, contact center, retail banking, or financial services experience.
• Experience processing banking transactions such as account openings, wires, ACH, Zelle, bill pay, and maintenance.
• Proficiency with CRM systems and online banking platforms; accurate documentation of interactions.
• Knowledge of banking regulations and risk management; handling sensitive financial information.
• Past success meeting quality, client satisfaction, or sales goals in a banking environment.

Responsabilidades

• Provide inbound service and information to clients; ensure one-call resolution when possible.
• Process banking transactions including account openings, wires, bill pay, and maintenance.
• Maintain client records by verifying and updating account information.
• Identify and resolve product or service issues; follow up with clients.
• Adhere to policies, regulations, and risk management; log customer feedback and complaints.
• Support continuous improvement by spotting call trends and participating in projects.

Conhecimentos

Customer service

CRM systems

Digital banking

Problem solving

Financial services

Formação académica

High School

Ferramentas

CRM platforms

Online banking platforms

Descrição da oferta de emprego

Contact Center Specialist
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

Additional Information

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, 10:00 AM - 7:00 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.

Location(s)

2900 Lake Vista Drive, Lewisville , Texas 75067 , United States

Pay Range

$25 - $25

Pay & Benefits Summary

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:

• 401(k) savings
• Additional wellness & voluntary benefits

Additional Company-provided benefit options (subject to plan terms):

• Life and Disability Insurance

Job Description Disclaimer

This job description is not intended to be a comprehensive list of duties, responsibilities or activities that are required to perform this job. Duties, responsibilities and activities may change without notice.

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.