Lead Client Advisor - Customer Support Center

Are you ready for a new year and a new career?!  Join Seacoast Bank and become a leader in the inaugural Customer Support team in Central Florida.  From community involvement to technological developments and the empowerment to exceed customers’ expectations, Seacoast aims to provide you an experience that’s so much more than expected.  Whether you have a well-developed background or are in the early stages of your career, you can find a rewarding experience at Seacoast Bank in our brand new, state-of-the-art Customer Support Center!

JOB SUMMARY:

This position will support requests for service and assistance from Client Advisors and Senior Client Advisors. This position will act as a team member and work side by side with Client Advisors and Senior Client Advisors to ensure team results are achieved. This could include taking customer calls when required.

ESSENTIAL JOB FUNCTIONS:

Sales and Service

• Supervise the day-to-day customer service activities on the production floor and be the point of contact to answer questions from reporting associates.
• Be part of a group of Contact Center Lead Client Advisors to help supervise and coach the Contact Center Client Advisors and Sr. Client Advisors to ensure defined metrics and goals are achieved, while increasing Client Advisor’s knowledge and achieving top ratings in customer satisfaction. Ensure the Contact Center achieves a high level of performance and generates ideas that will lead to improved customer experience.
• Consistently meet or exceed the required quota of Core Deposits and LOB referrals.
• Manage the daily outbound call efforts for increased sales results, ensuring that quotas assigned are obtained.
• Oversee and interact directly with customers by telephone or other electronic mediums in order to deliver outstanding customer experience.
• Increase deposits, customer base and revenue by exceeding individual sales and customer service expectations, while collaborating to exceed overall Contact Center goals. Manage reporting associates to the same standards.
• Provide an exceptional customer experience by adhering to the Call Expectation Guidelines, helping the Contact Center to meet or exceed Quality Assurance standards and Net Promoter Score expectations.
• Lead daily huddles which include previous day high points, low points and areas to focus on.
• Consistently coach reporting associates to effectively handle customer issues and identify referral opportunities. When appropriate match customer needs to Seacoast products and services by following the Call Expectation Guidelines.
• Is an expert and has exhibited top performance in sales and customer service.
• Proficient in all Seacoast Bank consumer products and services.
• Complete account servicing requests with a high degree of customer satisfaction.
• Strong understanding of customer-facing technology with the ability to discuss with and enroll customers in self-service products/processes including, but not limited to, internet, telephone, smart phone/tablet applications, debit card, ATM, ACH, Remote Deposit Capture (RDC) and P2P.
• Exhibit exceptional work ethics and teamwork, consistently collaborating with other associates within the Contact Center and across the organization.
• Lead daily huddles and commit to daily, weekly, monthly, quarterly and annual individual and department goals to help the Contact Center achieve operational excellence.
• Seek out and accept feedback and coaching openly and willingly from managers and peers to improve sales and service performance.
• Apply good listening skills when interacting with customers or employees.
• Consistently meet or exceed established productivity metrics.
• Consistently meet or exceed quality standards.

Operational Functions

• Must pursue training and development opportunities and successfully complete assigned training courses. Strive to continuously build Product and Tools knowledge and skills that will allow the Lead to grow professionally.
• Ability to professionally manage conflict among team members. Provide and welcome feedback. 
• Coach both Client Advisors and Senior Client Advisors based on QA results and floor performance.  Lead regular daily huddles. Oversee the success of assigned Client Advisors and Senior Client Advisors in meeting their performance metrics.
• Adhere to high QA standards and manage reporting associates to the same standards.
• Cohesively work with the Contact Center management team to consistently improve and deliver Quality Assurance results.
• Effectively utilize the Community Work Force management tool.
• Resolve problems or discrepancies on customer accounts in a timely manner.
• Include appropriate people in decision-making process. Follow instructions and respond to management direction.
• Open and process accounts for customers and perform account maintenance adhering to the bank’s current policies and procedures.
• Adhere to Seacoast Bank’s Code of Conduct and follow all safety and security procedures.
• Follow a robust training curriculum and apply learned skills to maximize client experience.
• Adhere to AML/BSA requirements, audit procedures, dual control, security, business continuity, and all other regulated banking requirements.
• Ensure proper policy and procedure guidelines are followed in every situation including, but not limited to, policy exceptions and authority-based approvals.
• Follow audit, compliance and approved operating procedures.
• Involve proper level of leadership to help resolve more complex customer objections and solve problems in a positive manner to retain the customer relationship.
• Adhere to established work schedule.  Arrive on time to work and follow break policies.
• This position must adhere to the highest legal and ethical standards applicable to the banking industry, while observing all government regulations and laws, and bank policies & procedures.
• Ensure that all reporting associates are maintaining scheduled adherence using the Community Workforce Management Program.
• Identify and address potential attrition. Complete a propensity to leave report.

MINIMUM QUALIFICATIONS:

Candidate must have a flexible schedule in order to accommodate the demands of a 24/7 Contact Center. 

• College degree (A.A. or A.S. or B.A. or similar) preferred or equivalent work experience.
• Proven track record in sales and service with a history of achieving goals in excess of expectations.
• Preferred experience in leading teams in a Contact Center environment.
• Must be proficient in usage of PC keyboard typing and Microsoft Office suite with the ability to learn other computer systems/programs quickly.
• Demonstrate excellent communication and interpersonal skills.

Fluent in a second language is desirable. Spanish, Portuguese or French is preferred.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities