Contact Center Business Specialist

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Job description

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JOB FUNCTION / SUMMARY:

The Contact Center Business Specialist services, retains, and helps grow meaningful relationships with business clients using a consultative service and sales referral approach to proactively fulfill their financial needs.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Provides 5 star service to existing clients and prospects by inbound/outbound calls, chat, video conference and other communication channels of the client's choice to build and maintain strong, lasting relationships, discover financial service needs and recommend product and service channel solutions to meet the client's overall financial needs.
• Educates clients on alternate delivery methods and channels to make their lives easier by providing self-service options to access their accounts 24 hours a day/7 days a week
• Refers clients to the right business partners to provide clients with experts who can assist them with their specialized financial needs
• Applies product and procedural knowledge to resolve client problems appropriately and efficiently to enhance the client experience.
• Processes a variety of routine and complex transactions for clients. Will be asked to perform the duties of the role based upon the needs of the Contact Center.
• Supports the Bank's strong risk management culture through awareness, knowledge and sound decision making
• Ensures operational and financial safety and soundness through awareness of the environment, the situation and the client; leverages Red Flag Training as a tool for managing client interactions and risk.
• Serves as the subject matter expert for servicing Small Businesses, Credit Card, Quicken, Quickbooks, Business Online Banking, Online Banking ACH product, Trusteer, and other specialized products and services as needed.
• Competitive base salary plus opportunity for incentive

MINIMUM REQUIRED EDUCATION, EXPERIENCE & KNOWLEDGE:

• High School Diploma or general education degree (GED) is required; Bachelor's degree is highly preferred
• 2 years of banking experience
• Sales experience preferred
• Proven ability to form and expand client relationships
• Advanced knowledge of applicable banking products and regulations
• Working knowledge of the Microsoft Office suite (Word, Excel, and Outlook).
• Proficiency in operating multiple banking systems and applications and utilizing search tools to find information
• State Life & Health Insurance License preferred
• This position requires National Mortgage Licensing System and Registry (NMLS) registration under the SAFE Act of 2008. Employment is contingent upon meeting initial and ongoing registration requirements, including acceptable background investigation results.
• Must complete and successfully meet assessment requirements to be considered. The assessment link will be sent to you via e-mail upon submission of this application
• Bilingual (Spanish/English) preferred

ESSENTIAL MENTAL & PHYSICAL REQUIREMENTS:

• Excellent communication skills - in person and over the phone - with proven ability to tailor features and benefits of products/services to clients with differing needs
• Ability to learn products, services and procedures quickly and accurately
• Comfortable educating others on technology
• Professional, thorough and organized with strong follow-up skills
• Performs well in a team environment and proactively collaborates with others to serve clients
• Ability to understand and follow policies, procedures and regulatory requirements
• Ability to work financial center hours, including weekends, and some evenings

DISCLAIMER

This job description is only valid as of the date it was revised. Please contact the HR Compensation Department to obtain the latest version. Information contained herein should be treated as confidential to Hancock Whitney.

NOTHING IN THIS JOB DESCRIPTION RESTRICTS MANAGEMENT'S RIGHT TO ASSIGN OR REASSIGN DUTIES AND RESPONSIBILITIES TO THE JOB AT ANY TIME

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.