Contact Center Specialist

EverBank; Lewisville (TX); On-site; USD 28,000 - 40,000; Full time

Job summary

EverBank is seeking a Contact Center Specialist to provide exceptional service, information, and assistance to clients. The role handles inbound calls, processes banking transactions, updates records, and ensures compliance with banking regulations.

The position emphasizes high-quality service, problem resolution, and identifying opportunities to promote bank products while maintaining documentation accuracy and security. Strong CRM and online banking familiarity is required.

Qualifications

• 2+ years of customer service, contact center, retail banking, or financial services experience.
• 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.

Responsibilities

• 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.

Job description

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

Career Level

3IC

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 .

Job Seeker 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.

VEVRAA Federal Contractor

Member FDIC

Notice to Job Seekers (https://everbank.com/about/careers/notice-to-job-seekers)

Pay Range

$25 - $25

EverBank, N.A. is an equal opportunity (EEO) employer, dedicated to maintaining a work environment free of bias, harassment, discrimination and retaliation. As an EEO employer, EverBank expressly prohibits discrimination, harassment and retaliation based on protected characteristics such as race, creed, ethnicity, color, age, religion, sex, sex stereotype, pregnancy, sexual orientation, gender, gender identity, gender expression, transgender status, marital status, national origin, ancestry, physical or mental disability, genetic history and information, or military or veteran status. Providing a safe, inclusive environment is a priority at EverBank and, consistent with that mission, EverBank considers all qualified applicants for employment regardless of protected status.

We will not discharge or in any other manner discriminate against associates or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another associate or applicant. However, associates who have access to the compensation information of other associates or applicants as a part of their essential job functions cannot disclose the pay of other associates or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by us, or (c) consistent with our legal duty to furnish information.