About Company
Pilot Bank is a community-focused financial institution dedicated to empowering individuals and businesses across the greater Tampa Bay area since 1987. We pride ourselves on building lasting relationships with our clients, offering personalized service, and delivering innovative financial solutions. As a trusted local bank, we are committed to fostering economic growth and enriching the communities we serve through exceptional customer experiences and active civic engagement. Join a team where your contributions are valued, and your growth is supported in a dynamic, people-first environment.
Job Description
Pilot Bank is seeking an enthusiastic and customer-centric Call Centre Specialist to join our thriving team in Ybor City, Tampa. In this crucial role, you will serve as the primary point of contact for our valued customers, providing exceptional support and guidance across our diverse range of banking products and digital platforms. You will be instrumental in ensuring a seamless and positive experience for every customer interaction, whether they are navigating their online banking portal, troubleshooting a transaction, or inquiring about our services.
This position requires a unique blend of technical aptitude, strong communication skills, and a genuine passion for helping others. You will field incoming calls, address inquiries related to account management, online banking features, mobile app functionality, bill pay, and other financial services. A significant part of your role will involve assisting customers with their digital banking experience, guiding them through various functionalities of our customer platform, and resolving any technical issues they may encounter with patience and clarity.
We are looking for an individual who is not only a skilled problem-solver but also an empathetic listener. You will identify customer needs, provide accurate information, and proactively suggest solutions that enhance their banking journey. Success in this role means transforming potentially frustrating situations into positive outcomes, building trust, and reinforcing Pilot Bank’s reputation for outstanding service. You will utilize our cutting-edge internal systems to efficiently manage inquiries, document interactions, and ensure timely follow-up. If you are eager to make a tangible difference in customers’ financial lives and thrive in a supportive, collaborative call centre environment, we encourage you to apply.
Key Responsibilities
- Serve as the first point of contact for customers via phone, providing professional and courteous assistance.
- Assist customers with inquiries regarding account balances, transaction history, online banking, mobile app usage, and other banking services.
- Guide customers through various functionalities of our digital customer platform, including online account setup, bill pay, and transfer services.
- Troubleshoot and resolve technical issues related to digital banking platforms and services.
- Identify customer needs and cross-sell appropriate bank products and services when opportunities arise.
- Document all customer interactions accurately and thoroughly using our CRM system.
- Adhere strictly to banking regulations, company policies, and security protocols.
- Escalate complex issues to appropriate departments or senior specialists as needed.
- Maintain a high level of product knowledge across all Pilot Bank offerings and digital tools.
Required Skills
- Minimum of 1 year of experience in a call center or customer service environment.
- Excellent verbal communication and active listening skills.
- Proficiency with computers and ability to quickly learn new software and systems.
- Strong problem-solving and critical-thinking abilities.
- Demonstrated empathy and patience when dealing with customer inquiries.
- Ability to multitask effectively in a fast-paced environment.
- High school diploma or equivalent.
Preferred Qualifications
- Previous experience in banking or financial services.
- Familiarity with CRM software (e.g., Salesforce, Zendesk).
- Bilingual proficiency (English and Spanish) is a significant plus.
- Associate’s or Bachelor’s degree in a relevant field.
Perks & Benefits
- Comprehensive Medical, Dental, and Vision insurance.
- 401(k) plan with company matching contributions.
- Generous Paid Time Off (PTO) and paid holidays.
- Opportunities for professional development and career advancement.
- Employee assistance program.
- Life and Disability insurance.
- Employee banking benefits.
- A supportive and collaborative team culture.
How to Apply
Interested candidates are encouraged to click on the link below to submit their resume and cover letter. We look forward to reviewing your application and potentially welcoming you to the Pilot Bank family!