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EmployerRenasant Bank
Location Tupelo, MS US
PostedFebruary 25, 2020

Job Details

SSC Specialist (I, II, III)-2020-6729

This Position is for a SSC Specialist (I, II, III) with a bank location in Tupelo, MS.


This is a non-exempt position responsible for delivering an exceptional customer experience through inbound & outbound service interactions with customers & prospects through a variety of multi-media touch points (phone, online, virtual teller, email, direct mail, chat).

Primary Work Schedule:  M-F 8 a.m.-5 p.m. CST

Physical Demands:

The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  While performing the duties of this job, the employee is frequently required to sit; use hands or fingers to handle or feel objects, tools or controls, reach with hands and arms, and talk or hear.  The employee is occasionally required to walk.  The employee must occasionally lift and /or move up to 20 pounds.  Specific vision abilities required by this job include close vision, peripheral vision, depth perception and the ability to focus.

Work Environment:

There is minimum discomfort from noise in this area.  Detailed instructions and procedures to be followed in a potentially hazardous condition (i.e. robbery) are provided to minimize the risk.


Provide exceptional customer service experience for through resolution as defined and measured according to corporate/departmental service level objectives.

Adhere to regulatory guidelines for customer authentication and product disclosures.

Maintain confidentiality and security of customer information according to regulatory guidelines and company policies.

Resolve customer requests through proficient use of the system tools, research and navigation within the organization, or escalation to an appropriate resource.

Capture customer information in the core system or CRM database that promotes Know Your Customer as related to their Profile, Relationship, Preferences, and Interactions.

Seek opportunities to differentiate the customer experience through identifying solutions suitable for customers’ current or future needs based on life events and risk tolerances.

Open New Accounts and reassign existing accounts to more suitable products & services.

Stay current on changes related to products, services, features, processes and procedures in order to respond proficiently and confidently to customer inquiries and requests.

Stay current on industry trends (market conditions, regulatory changes, and competitor offers) to be effective in responding to customer inquiries and needs.

Compliance Accountability:

Responsible for compliance with all regulations, laws, and bank policies and procedures that pertain to your day-to-day job responsibilities

Responsible for maintaining a working knowledge of all compliance regulations pertinent to your assigned duties by successful completion of any courses assigned on a timely basis

Responsible for adherence to the Bank’s Code of Professional Ethics and Conduct as well as observing and promoting compliance with the Code among fellow bank personnel, customers and vendors


High School diploma required; College experience preferred

Minimum of one year experience in services industry required, retail banking preferred

Proficient keyboard skills with proven experience working with Microsoft Office Tools

Proficient telephone etiquette skills including the ability to effectively communicate with people at all levels and from various backgrounds

Excellent customer service skills in clear & concise delivery, diction, and listening

Clear & Proper presentation in verbal and written communication skills

Acute attention to detail

Effective decision making and problem solving skills

Flexibility with work schedule

Further consideration will be given based on the following skills and behaviors:

SSC Specialist I

SSC Specialist II

SSC Specialist III

Performance Expectations

(Post completion of training):

Follows procedures

Meets service objectives

Adhere to regulatory guidelines & data security

Meets attendance and punctuality guidelines

Meets expectation of QA with all scores > 2.8

Performance Expectations:

Specialist I skill set plus 2 or more of the below:

Meets/Exceeds service objectives

Proven cross-sell / referral capability

Exceeds expectations of QA with average score >3.75

Performance Expectations:

Specialist I/II skill sets plus 2 or more of the below:

Exceeds service objectives

Proficient conversational knowledge of products, services, features, benefits (per QA)

ITM Specialist skills

Bilingual (English/Spanish)

Key Skills & Behaviors:

Active listening

Attention to detail

Adaptability to change

Team player

Promotes suitable products & services

Periodically identifies cross-sell opportunities

Key Skills & Behaviors:

Communication is conversational

Renasant brand ambassador

Displays a high level of knowledge of product features and benefits

Coaches others on best practices

Handle complex requests

Frequently identifies cross-sell and enrollment opportunities

Key Skills & Behaviors:

Proficient interactions with a genuine calm, and confident delivery

Accounts Opening Skills

Routinely identifies cross-sell/enrollment opportunities


Financial Services or customer facing experience preferred


Minimum 2 years customer facing and/or contact center


Minimum 3 years customer facing and/or contact center

Job #337108

Learn more at

Tupelo, MS US