Hancock Whitney

Traditional and online banking, financial services

Contact Center Customer Service Representative

Customer SupportConfirmed live in the last 24 hours

Full-timeCovington, LA, USANo salary listedIn-person

About the Job

Requirements

A high school diploma or general education degree (GED) is required.
At least one year of experience in a high-client-contact environment dealing with customer resolution in any industry is required.
Excellent oral and written communication skills are required.
The ability to navigate computer systems to facilitate client support is required.
Attention to detail and effective time management skills are required.
The ability to work under stress and meet deadlines is required.
The ability to travel if required to perform the essential job functions is required.
The ability to lift, move, or carry approximately 10 pounds if required to perform the essential job functions is required, subject to reasonable accommodation where applicable.

Responsibilities

Provide Five Star service and technical assistance to clients with questions and solutions for Online Banking, Mobile, text banking, and e-pay.
Support debit and ATM transactions, including handling disputes and reporting or replacing lost or stolen ATM and Check cards.
Identify clients’ financial needs, inform and recommend appropriate financial services or products by telephone, and obtain client agreement to refer them to a Digital Banking team.
Support client servicing for deposits and loans.
Research general banking items, including check and statement imaging, 1099/tax information, and encoding errors.
Complete financial transactions, including transfers between accounts, loan payments, scheduled transfers, and Account Transfer Overdraft Protection.
Recommend appropriate problem resolution, service, or department for further assistance and call resolution concerning client inquiries.
Comply with applicable federal, state, and local banking and industry-related laws and regulations, including the Bank Secrecy Act.
Perform other duties and special projects as assigned by Senior Management.

Desired Qualifications

Contact Center or banking experience is preferred.

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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.

About the Company

Hancock Whitney

Traditional and online banking, financial services

Hancock Whitney is a regional bank with more than $35 billion in assets that serves Mississippi, Alabama, Florida, Louisiana, and Texas, plus loan offices in Nashville and Atlanta. It offers traditional and online banking, commercial and small-business banking, private wealth, trust and investment services, healthcare banking, and mortgage lending, delivered through its offices and online platforms. The bank emphasizes its long history and core values—honor and integrity, strength and stability, commitment to service, teamwork, and personal responsibility—as part of what sets it apart. Its goal is to be a trusted financial partner that helps people reach their financial goals and supports local communities while growing the business in a balanced, stable way.

Company size: 1,001-5,000
Company stage: IPO
Headquarters: Gulfport, MS
Founded: 1899

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