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Direct Banking Universal Specialist Chat - Capital City Bank - More than your bank, your banker.

Hours Mon - Fri  9 a.m. - 6 p.m.

Some Saturdays

Cross-trained Positions
Direct Banker I – Chat
Direct Banker II – Chat
Direct Banker I – CMD
Direct Banker II – CMD
Chat – CMD

Associate must be in primary position 6 months and will be responsible for being cross-trained into second position within 1 year. Associates will be monitored to ensure fully functioning in both positions. Tenured associates that have worked as Personal Banker or other pertinent positions may need some limited training.

It is the intent of this department that all associates be cross-trained and it is anticipated that a Universal Specialist will work in both position capacities on a daily basis to stay fully trained.

Requirements That Must Be Met To Qualify For Position:

• Minimum Quality Assurance average of 96%
• Must not be in a new hire period
• Must not have excess of 48hrs of unscheduled PTO

General Summary

Providing client service is the primary function of this position with a strong focus on strengthening relationships by offering new or additional products and services. Associate will handle incoming and outgoing phone calls, chats and emails of a routine nature with the intent of providing client satisfaction and retention; however, some transactions may require deviation from standard screens, scripts and procedures. This position requires extensive knowledge of the company structure and its products and services to maximize the profit potential of each client via virtual channels. Associate must have strong written and verbal communication skills and be able to handle multiple tasks with strong organizational skills.

All associates at Capital City Bank, Capital City Wealth, and Capital City Home Loans have access to confidential client information and must practice discretion at all times.

• The Chat position may be required to work until 10 p.m. with some Saturdays 9 am - 12 pm and Sundays 1 pm - 4 pm
• Average typing speed of 60+ wpm

Principal Duties and Responsibilities

• Provides client with information about Bank products and services via phone, chat and email.
• Backs up in all areas, as needed
• Originates credit card applications via incoming calls.
• Cross-sell relevant products and services and refer clients to other departments, as appropriate
• Attends necessary sales and product training sessions
• One year commitment to position is required, before internal posting for other positions within
  the Bank is permitted

Employer determines the essential functions of the job.

All associates must understand and adhere to the non-negotiable Banker Standards and commit to practicing SGNNT (smile, greet, name, name, thank you) at all times. Associates will consistently follow policies and procedures as established by Capital City Bank, Capital City Wealth, and Capital City Home Loans, with department managers setting the standard.

Associated duties

• Assists in other areas of the department during peak times, when needed
• Provides additional support to manager and department colleagues
• Completes all assigned/required Bank training within established timelines.

Knowledge, Skills and Abilities (KSAs) Required

The following KSAs are usually acquired through work experience and/or specialized course(s):

• Strong written communication skills
• Exercises high level of sound and reasonable judgment
• Extensive knowledge of bank policies and procedures
• Ability to apply initiative and work with little supervision
• Ability to prioritize work and multi-task
• Ability to communicate effectively and interact positively with all clients as well as fellow associates
• Ability to follow detailed instructions and a wide range of procedures requiring some judgement

Education

• Minimum, high school diploma or equivalent required. Relevant experience may substitute for the education requirement
• Prefer one year of banking or client service experience
• Successful completion of in-house training program or other approved training program
• Attends necessary sales and product training sessions

Working Conditions

• Regular contact with clients, associates and supervisors in an open cubical environment
• Communication via chat, phone and e-mail
• All calls are recorded; calls, chats and messages will be reviewed for monthly quality assurance
• Multi-task using several computer applications
• Fast pace and occasional stressful situations
• Ability to sit for long periods of time
• May be required to telecommute from location other than Direct Banking department
• Positions approved for Hybrid Flex/Remote Work are determined by department manager and HR. All associates approved to participate in a Flex/Remote work schedule will review and acknowledge the guidelines outlined in the Hybrid Flex/Remote Work Policy.

Capital City Bank associates are our greatest asset. We offer the following benefits

• Medical, Dental and Vision
• Life Insurance
• 401(k) with Matching
• Flexible Spending Accounts
• Tuition Assistance
• Stock Purchase
• Discounts on Products and Services

EOE/Protected Veterans/Disabled/Drug Free

The above declarations are not intended to be an “all-inclusive” list of the duties and responsibilities of the job described nor are they intended to be such a listing of the skills and abilities required to do the job. Rather, they are intended only to describe the general nature of the job.

THIS JOB DESCRIPTION DOES NOT CONSTITUTE AN EMPLOYMENT AGREEMENT. This job description does not restrict Capital City Bank, Capital City Investments, Capital City Trust Company, and Capital City Home Loans from the ability to assign, reassign or eliminate duties and responsibilities of this job at any time. This job description describes the current assignment of essential functions. These functions may change at any time as the needs of the Bank or department change or for other reasons deemed appropriate.