Senior Client Advisor - Travel

JOB SUMMARY:

This position is responsible for increasing customer relationships and revenue by building rapport with new and existing customers to understand their current and future financial needs, and match Seacoast Bank’s products and services to those needs. The Sr. Client Advisor will also function as a mentor to front line associates by coaching, call monitoring, and developing staff. This position performs customer service, inbound relationship building, and operations within the Contact Center, while meeting and supporting individual and organizational goals and values. Seacoast promotes the ability to consistently gaining the confidence and trust of others through honesty, integrity, and authenticity.  Will travel to different branches based on the need, within the local region.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Relationship Building

Exhibit consistent relationship building including, but not limited to:

• Primary Function to help the supervisor coach and develop front line client advisor staff
• Ability to handle high call volume and LIVE CHAT interactions regarding High value consumer retail  and business banking account in addition to handling technical support issues such as account lock out and password resets
• Escalation call management will be required in this role
• Administrative duties will be part of the senior advisor scope (Electric deposit reviews, Deposit holds, balancing reporting, online enrollment inquires, and fraud protection reviews)
• Multi-tasking skills are required since you will be working on multiple screens
• Ability to handle high call volume and various customer interactions at a fast pace
• Build rapport by exhibiting high competency in customer experience interactions
• Effectively probe our customers to understand current and future financial goals of customers
• Confidently and proficiently explain Seacoast Bank products and services to customers
• Proven ability to create and enhance relationships based on customer needs
• Exhibit good listening skills and speak clearly and persuasively in positive or negative situations
• Respond promptly to customer needs and requests for service
• Utilize strong problem solving skills when dealing with complex financial matters
• Able to balance business needs with customer requests while managing potential risk to bank
• Embrace new technology and remain up to date on industry changes to create an open environment that fosters idea generation and innovation.
• Exhibit strong work ethic and teamwork, collaborating with other associates within the Customer Support Center and across the organization
• Build proficiencies in all consumer deposit and lending products and processes.
• Develop a strong understanding of  Customer facing technology with the ability to discuss with and enroll customers in self-service products/processes
• Interact directly with customers by telephone or other electronic mediums to deliver outstanding customer experience.
• Provide an exceptional customer experience by adhering to Call Expectation guidelines, demonstrate improvements based on QA feedback and coaching, and help the Customer Support Center to meet or exceed Quality Assurance standards and expectations.

Operational Functions

• Open and process accounts for customers and perform account maintenance adhering to the bank’s current policies and procedures.
• Ensure adherence to AML/BSA requirements, audit procedures, security, Business Continuity, and all other regulated banking requirements.
• Follow instructions and responds to management direction to help resolve more difficult customer objections, and solves problems in a timely and positive manner to retain the customer relationship.
• Adhere to Seacoast Bank’s Code of Conduct and follow all safety and security procedures.
• Ensure proper policy and procedure guidelines are followed in every situation including, but not limited to, policy exceptions and authority-based approvals
• Adhere to established work schedule and ensuring customer resolution is obtained by a specific average handle time
• Will travel to different branches based on the need, within the local region.

EDUCATION and/or EXPERIENCE:

• High School Diploma or equivalent required
• College degree or 2+ years in retail sales and/or financial services experience required
• Flexible to work a schedule required to accommodate the demands of a Customer Support Center.
• 4+ years banking experience and or contact center experience preferred.

• Proven track record in sales or customer service with a history of achieving goals in excess of expectations
• Demonstrate excellent communication (written and verbal) and interpersonal skills
• Able to work independently and exercise a high degree of initiative
• PC Proficiency in Desktop, Laptop, Tablet, and Smartphone devices as well as Microsoft Office Suite software
• Fluency in Spanish or Portuguese preferred.
• Able to travel with reliable transportation to the requested branches.

The Statements above are intended to describe the general nature and level of work being performed by people assigned to this position.  They are not intended to be an exhaustive list of responsibilities, duties, and skills.  Because these statements are general, the job description is used for a variety of purposes including job evaluations; performance reviews; recruitment; etc. All Associates are required to adhere to the highest legal and ethical standards applicable to our industry.  It is the policy of Seacoast Bank that all Associates will be familiar and compliant with all regulatory, legal, ethical and Bank risk mitigation requirements pertaining to both our industry and their individual roles.  This includes the on time, successful completion of annual required training post-hire and effective execution of role responsibilities. 

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