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JOB FUNCTION / SUMMARY:
The Contact Center provides client service support for business and retail clients. The Client Services Advisor 1 utilizes a variety of digital servicing tools to assist our clients with questions, provide solutions, protect clients’ information and to ensure our clients feel valued and appreciated. This position is responsible for delivering Five Star Service to clients via email, chat, phone, and social media.
ESSENTIAL DUTIES & RESPONSIBILITIES:
- Provides Five Star service to our clients and technical assistance to answer questions and provide solutions for Online Banking, Mobile, text banking and e-pay.
- Supports Debit and ATM transactions to include Dispute handling and reporting/replacing lost or stolen ATM and Check cards.
- Identifies client financial needs, informs and recommends appropriate financial services or products on the telephone and gains customer agreement to refer to a Digital Banking team.
- Supports client servicing for deposits and loans
- Responsible for research with general banking items to include check and statement imaging, 1099/tax information, encoding errors, and the like.
- Completes financial transactions; transfers between accounts, payments on loans, and initiates scheduled transfers and Account Transfer Overdraft Protection.
- Recommends appropriate problem resolution, service, or department as necessary for further assistance and call resolution concerning client inquiries to enhance the clients experience.
- Other duties and special projects as assigned by Senior Management.
- Incumbent is required to comply with all applicable federal, state, and local banking and industry related laws and regulations including but not limited to the Bank Secrecy Act.
SUPERVISORY RESPONSIBILITIES:
None
MINIMUM REQUIRED EDUCATION, EXPERIENCE & KNOWLEDGE:
- High school diploma or general education degree (GED)
- 1+ year experience in high client contact environment dealing with customer resolution in any industry. Contact Center or Banking experience preferred.
ESSENTIAL MENTAL & PHYSICAL REQUIREMENTS:
- Excellent oral and written communication skills
- Ability to navigate computer systems to facilitate client support
- Attention to detail and effective time management skills
- Ability to work under stress and meet deadlines
- Ability to travel if required to perform the essential job functions
- Ability to lift/move/carry approximately 10 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 an “undue hardship” then the employee must be accommodated; hence omitting lifting/moving/carrying as a physical requirement
Equal Opportunity/Affirmative Action Employers. All qualified applicants will receive consideration for employment without regard to race, color, religious beliefs, national origin, ancestry, citizenship, sex, gender, sexual orientation, gender identity, marital status, age, physical or mental disability or history of disability, genetic information, status as a protected veteran, disabled veteran, or other protected characteristics as required by federal, state and local laws.
Skills Required
- High school diploma or general education degree (GED)
- 1+ year experience in high client contact environment
- Contact Center or Banking experience preferred
Hancock Whitney Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Hancock Whitney and has not been reviewed or approved by Hancock Whitney.
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Healthcare Strength — Core coverage includes medical, dental, vision, telehealth, and FSAs, with options such as a PPO and a CDHP. The CDHP includes company HSA contributions, and multiple comments characterize medical coverage as good or worth the premium.
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Retirement Support — A 401(k) offers a company match plus an additional employer contribution, with a true-up and an ESPP available. This structure is presented as competitive for a regional bank.
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Leave & Time Off Breadth — Time away includes vacation, sick leave, volunteer time, and bonding leave for birth/adoption/foster placement. The program outlines 11 paid holidays and front-loaded sick time, with vacation accruals that increase by role/tenure.
Hancock Whitney Insights
What We Do
We create opportunities for our clients and the communities we serve. We offer a wide array of banking and financial services at locations in Alabama, Florida, Louisiana, Mississippi and Texas. Through a steadfast commitment to our century-old core values we’ve created a company culture built around respect, diversity and teamwork that recently landed Hancock Whitney on Forbes’ list of America’s Best Midsize Employers. Our core values are lived out by the actions of our associates throughout our footprint. Commitment to service is not just something that we say on a poster. Its lived out in the actions of the women and men that seek to provide exceptional service every day in our local communities.
