Call Center Specialist (Bilingual - Spanish)

Description

Summary

The Call Center Specialist is the smile on the phone when our customers are most in need. Gulf Coast Bank & Trust is looking for a friendly voice, fluent in English and another language (Spanish preferred, others welcome to apply) who can assist internal and external clients with debit card, digital banking, and various banking needs via telephone. 

This position is part of a swing shift between client services and after hours. 

Typical hours of operation for the call center includes: 

• Monday – Saturday from 8:30AM – 9:00PM CST and 
• Sundays from 9:00AM – 9:00PM CST.

Responsibilities

• Identifies client needs, clarifies information, troubleshoots, and research to resolve every issue and/or provide solutions related to banking needs. 
• Manages outbound calls in a timely manner.
• Answers incoming calls to assist with digital banking needs, provide information about products and services, and respond to client complaints in a respectful and helpful manner.
• Participates in training programs to continuously improve product knowledge and service skills.
• Escalates client complaints or issues to management when necessary.  
• Handles Debit card travel alerts and increases for clients and branches.  
• Processes deposit account file maintenance, requests for copies of checks and/or statements, and other requests as necessary. 
• Responds to requests for stop payments, including COD interest check stop payment requests. 
• Places outbound calls when needed.
• Works shift schedule and/or swing shifts, including nights and weekends.
• Completes special projects and additional duties as assigned. 

Requirements

Skills/Experience/Education

• High school diploma or equivalency
• Fluent in both English and another language (Vietnamese, Arabic, or Spanish preferred). 
• Experience working in Client Service Call Centers or Client Services Industry preferred. 
• Positive and customer-focused mindset with strong verbal and written communication skills. 
• Exceptional time management skills with the ability to work independently.  
• Punctual, reliable, and detail oriented.  
• Computer and mobile device proficiency. 
• Strong listening and problem-solving abilities.
• Persistent enthusiasm when interacting with clients. 
• Must have a reliable internet service at residence to work from home when needed. 
• Ability to work well under pressure and maintain self-control during stressful situations.

Essential Mental & Physical Requirements

• Ability to travel if required to perform the essential job functions. 
• Ability to work under stress and meet deadlines.
• Ability to read and interpret a document if required to perform the essential job functions.
• Prolonged periods of sitting at a desk and working on a computer may be required.
• Ability to lift/move/carry approximately 15 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 any “undue hardship” then the employee must be accommodated; hence omitting lifting/moving/carrying as a physical requirement.

Gulf Coast Bank & Trust Company and its subsidiaries is committed to a diverse and inclusive workforce. We are committed to equal employment opportunities without regard to race, color, genetic information, religion, sex, affectional or sexual orientation, gender identity or expression, age, marital status, military and veteran status, physical and mental disability, and any other characteristic protected by applicable law. We believe in attracting, retaining, and promoting quality talent and recognize that our diversity is critical to the success of the company.