Customer & Branch Support Analyst

Gulf Coast Bank; Lafayette (LA); On-site; USD 32,000 - 42,000; Full time

Job summary

Gulf Coast Bank in Lafayette, LA seeks a Call Center Associate to handle both inbound and outbound banking inquiries with professionalism and courtesy. You will assist customers, resolve issues, and log interactions in the CRM system.

The role requires strong communication skills, the ability to multitask, and compliance with banking regulations. A team-focused environment and opportunities to learn about bank products are offered.

Qualifications

• Experience in a customer support role with strong communication and listening skills.
• Familiarity with CRM systems and adapt to different personalities.
• Banking experience is preferred and beneficial.

Responsibilities

• Serve internal and external customers with banking inquiries in a courteous and professional manner.
• Handle large volumes of calls and identify customer needs quickly.
• Resolve escalated inquiries including overdrafts, debit/credit card issues, and online banking questions.
• Analyze reports and assist with deposits, statements, and other banking services.
• Look for opportunities to promote bank products and services to customers.

Education

High School Diploma

Tools

Synapsys

Job description

Summary

The ideal candidate will be experienced with providing excellent customer service to both

The ideal candidate will be experienced with providing excellent customer service to both Internal and External customers. The successful candidate will accept ownership for effectively solving all customer issues and inquiries while keeping customer satisfaction at the core of every decision and behavior. Within this role the candidate will possess a dual role as a Call Center associate. The candidate will be required to complete daily tasks while answer incoming phone calls to effectively solve customer issues, complaints, and inquiries.

Primary Responsibilities

• Services both internal and external customers with retail banking inquiries and needs in a courteous and professional manner while providing prompt, efficient and accurate service
• Manage large amounts of inbound and outbound calls in a timely manner
  • Quickly identify customers’ needs
  • Clarify information provided to offer best solution
  • Identify root cause of problem and use tools and resources appropriately to determine how to resolve customer issues
  • Resolves all escalated telephone inquiries which may include issues such as the following:
  • Overdrafts
  • Debit and Credit card issues
  • Account balances
  • Cleared checks and check ordering
  • Requests for copies of statements
  • Online Banking questions
  • Automated Phone System questions
  • Deposits inquiries
  • Stop Payments
• Analyze reports including, but not limited to:
  • Warnings report
  • Business Net Teller / Cash Management applications
  • Debit card report
  • Large items report
• Review RDA deposits through Smart Pay Portal
• Finboa program; Fraud research for Debit Card transactions
• Process and order debit cards for customers
• Balance checking and savings accounts as requested by customers
• Place Harland Check orders
• Balance Savings Bonds
• Quote Loan Pay Offs
• Print various disclosures/notices CDs, IRAs and Safe Deposit Boxes
• Print Hold statements every 1st of the month through 4-Sight
• Looks for opportunities to sell bank products and services to benefit the customers
• Attend educational seminars to improve knowledge and performance level
• Follow appropriate bank, regulatory and legal requirements
• Meet personal and team qualitative and quantitative targets
• Performs related duties as assigned and is cross trained in other department functions.

Requirements

• High School Diploma
• Experience in a Customer Support role to include customer focus and adaptability to different personalities
• Works well in a team-oriented environment. Willingness to help all departments and branches of the bank.
• Strong phone and communication skills, as well as active listening skills
• Familiarity with CRM systems and practices; Synapsys experience a plus
• Banking experience required
• Ability to multi-task, set priorities and manage time effectively
• Computer proficiency in Outlook and Word required

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.