Emerging Payments Relationship Manager

Hancock Whitney
Remote
Thank you for your interest in our company! To apply, click on the button above. You will be required to create an account (or sign in with an existing account). Your account will provide you access to your application information. You may review, modify, or update your information by visiting and logging into your account.

The Emerging Payments Relationship Manager is responsible for management, retention, and growth of top commercial card relationships within bank-owned portfolio. This position serves as the primary point of contact for both tactical Level 2 (inquiries and issues that have a potential material financial, compliance, and/or reputational impact to the client and/or company) and strategic support for high-value clients within assigned portfolio, including but not limited to coordinating client implementations and projects, identifying, analyzing, and resolving operational issues, identifying growth opportunities, ensuring appropriate follow-up communications with internal and external stakeholders, and collaborating with others to meet the client's commercial card needs, as well as broader business objectives.
ESSENTIAL DUTIES & RESPONSIBILITIES: Proactively manage, retain, and grow client relationships with commercial card revenue of greater than $20,000/year within the assigned client portfolio. Assist with developing and executing strategy for consistently achieving customer loyalty and satisfaction, retention, and profitability goals. Ensure client satisfaction by delivering best-in-class service through effective communication, swift resolution of customer inquiries and requests, sound decision making, and problem solving. Proactively seek to create best-in-class customer experience supported by well-managed and compliant operational infrastructure. Serve as primary point of contact for implementations, projects, customer support escalations for VIP clients, business partners, and vendors. Proactively contact assigned clients on a regular basis to maintain a strong, working relationship with clients' operational and senior management personnel. Manage assigned high-value client relationship, including account implementation and, training, ongoing education and training, and other customer management tasks as required. Maintain a strong knowledge base of Emerging Payments products and pricing. Educate clients and business partners on the products and services. Serve as an escalation point for Emerging Payments Client Experience team. Collaborate with key internal and external constituents to implement efficient and scalable processes, effective communication, and teamwork. Contribute to the implementation and development of Emerging Payments strategies based on customer insights and direction from Senior Management team to support growth in client engagement and revenue. Proactively identify changes or enhancements needed to improve the quality of customer experience. Support improvement in end-to-end customer and associate experience. Ensure regular communication with Senior Management to enable awareness of accomplishments, support needs, and performance issues with the LOB. Assist with customer management reporting necessary to effectively monitor individual processes, business unit, and company goals. Understand and stay informed of industry developments, trends, and technology/product advances as well as revising initiatives to meet developing competitive and industry risks. Leverage the vendor community, industry events and forums, and benchmarking to best-in-class providers. Contribute to the development of new product offers, technology, or business growth opportunities through continuous monitoring of customer and business partner feedback, market trends, and competitor activities. Identify and remove barriers that slow or prevent the successful attainment of program improvements. SUPERVISORY RESPONSIBILITIES: None MINIMUM REQUIRED EDUCATION, EXPERIENCE & KNOWLEDGE: Bachelor's Degree or equivalent of experience and education is required 5+ years of proven customer/account management experience 5+ years of experience in payment card processing and/or financial industry is required Proven record of success in customer service, relationship building, and account management Excellent verbal, written, and communication skills Excellent analytic, quantitative, and technical aptitude with great attention to detail Proficient using Microsoft Office applications (Excel and PowerPoint proficiency is required) Ability to travel when required (<10%) ESSENTIAL MENTAL & PHYSICAL REQUIREMENTS: Ability to travel if required to perform the essential job functions Ability to work under stress and meet deadlines Ability to operate related equipment to perform the essential job functions Ability to read and interpret a document 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.

Contact Center Customer Service Representative- Remote

Hancock Whitney
Remote or Alabama
Thank you for your interest in our company! To apply, click on the button above. You will be required to create an account (or sign in with an existing account). Your account will provide you access to your application information. You may review, modify, or update your information by visiting and logging into your account.
By applying, you agree to the following: Your remote location must be within 35 miles of a Hancock Whitney location. Your workspace must be private, free from distractions, and allow for protection of confidential company information. The workspace should be ergonomically sound, confidential, and safe. You must have and maintain an internet service with enough high-speed bandwidth to reliably perform your regular job duties and access company systems using VPN tools. You will be required to travel to a Contact Center location for initial and ongoing training and meetings as needed. Current Contact Center locations: Montgomery, AL, Denham Springs, LA, and Covington, LA. Lodging and/or gas reimbursements available. You must adhere to quality measures as well as standard hours. You will have established work hours, with scheduled breaks and lunches, and must be working and accessible by telephone, email, and video conferencing during those hours. At any time, management may change your remote status based on business need requiring your attendance on site. JOB FUNCTION / SUMMARY: Delivers consistent quality customer service via telephone (inbound/outbound) and/or Internet e-mail, fax or mail. ESSENTIAL DUTIES & RESPONSIBILITIES: Primary Duties Provides customer service and technical assistance to e-banking, Mobile, text banking and e-pay customers. Recommends the appropriate problem resolution, service, or department as necessary for further assistance and/or call resolution concerning customer inquiries, complaints, or difficulties. Provides dispute resolution for Debit and ATM transactions, and reporting/replacing lost or stolen ATM and Check cards. Identifies customer financial needs, informs and recommends appropriate financial services/products via telephone and gains customer agreement to refer to a Telesales Associate. Additional Duties Process e-pay service requests and be able to navigate through the e-pay system. Complete offline registrations received through the Hancock Bank website, proves general information and complete maintenance requests via i-Service and secured messaging. Balance e-Banking accounts and complete daily reports. Provides customer account information related to deposit and loan accounts. Includes, balance information, pending debit items, transaction history, loan balances & payoffs. Completes and submits research providing images of checks, statements, check/debit and return items copies, 1099 information and encoding errors. Completes maintenance including address changes, stop payments, updating customer profile information, check orders, access code changes, and security IDs. Completes financial transactions; transfers between accounts, payments on loans, and initiates scheduled transfers and Account Transfer Overdraft Protection. Offers interest information on checking/savings accounts, certificates of deposit, and loans. Provides basic online banking administrative assistance as follows: completing registrations, unlocking and re-setting passwords and assisting customers with the functionalities as they relate to online banking and On Guard Authentication. 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) Minimum of 1-year experience in retail/branch banking or in high customer contact environment dealing with customer resolution strongly preferred. Minimum of 1 year sales and/or business development experience preferred Proficiency with Microsoft Office (including Word, Excel, PowerPoint, Access and Outlook) Knowledge of or ability to learn required systems to facilitate customer support ESSENTIAL MENTAL & PHYSICAL REQUIREMENTS: Ability to travel if required to perform the essential job functions Ability to work under stress and meet deadlines Ability to operate related equipment to perform the essential job functions Ability to read and interpret a document 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.

Senior Network Engineer - Remote

Hancock Whitney
Remote or Mississippi
Thank you for your interest in our company! To apply, click on the button above. You will be required to create an account (or sign in with an existing account). Your account will provide you access to your application information. You may review, modify, or update your information by visiting and logging into your account.

The Senior Network Engineer maintains and monitors a data and voice network for all users focused on the highest uptime possible by configuring to industry best practices. The Senior Network Engineer will serve as a technical expert by providing direction to other Network Engineer team members.
ESSENTIAL DUTIES & RESPONSIBILITIES: Performs advanced network troubleshooting to isolate and diagnose critical network problems. Plans and implements the upgrades of network hardware including perimeter firewalls and software components as required. Mentors other Network Engineers on the team and provides technical direction and advice as needed. Monitors network performance via SolarWinds ORION or other network monitoring tools. Notifies management of any critical issues. Performs bandwidth utilization/traffic studies on a monthly basis in order to provide properly sized circuits to all bank sites. Provide evidence along with recommendation capacity increase to Network Services Manager. Establishes network security for new networks being installed or upgraded. Provides users and other technical groups with network technical support via documentation and formal information sharing sessions. Assembles, configures, and install data network hardware including firewalls, routers, switches, and CSU/DSUs at Core Sites and remote sites. Participates in the disaster recovery planning and testing process as it relates to network infrastructure. Responds to needs and questions of users concerning their access of network resources. Responsible for monitoring and evaluating the overall operation of the network (LAN and WAN) to ensure optimum performance, utility, and usability involving meeting with network carrier on a monthly basis to discuss uptime/downtime, performance, traffic studies. Maintains contact with network hardware providers involving monthly meetings with the provider to discuss upgrades, patches, and new products. Evaluates vendor hardware, software and network equipment products and services and recommends purchases consistent with the Bank's long-term and short-term objectives. Maintains accurate and current documentation of installation settings, specifications, and network layouts. Keeps logs, files periodic status reports and maintains Service Level Agreement reporting. Ensures necessary hardware and circuits are ordered and programmed properly for new sites including any circuit disconnects that may occur as part of site closings. Collaborates with management to ensure the cost-effectiveness of the Bank's network. Ensures network equipment complies with industry standards. Maintains current training/certifications with regards to components used in bank's network. SUPERVISORY RESPONSIBILITIES: None MINIMUM REQUIRED EDUCATION, EXPERIENCE & KNOWLEDGE: Four-year degree or university program certificate 5-7 years of related experience working in a large Data Center environment or equivalent combination of education and experience Certifications from Cisco and Juniper (CCNA, CCENT, JNCIA-Junos or JNCIS-ENT) preferred. ESSENTIAL MENTAL & PHYSICAL REQUIREMENTS: Ability to lift/move/carry approximately 20 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.

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Digital Banking and Strategic Innovation Channel Manager - Remote

Hancock Whitney
Remote or New Orleans, LA
Thank you for your interest in our company! To apply, click on the button above. You will be required to create an account (or sign in with an existing account). Your account will provide you access to your application information. You may review, modify, or update your information by visiting and logging into your account.

The Digital Banking & Innovation Channel Manager is responsible for the strategic direction and execution of an assigned Digital Banking channel. This position is responsible for channel management, understands client needs and behaviors, identifies solutions and services to meet needs, brings new channels to market and drives adoption and utilization. The Digital Banking & Innovation Channel Manager is responsible for overall channel management activities focusing on developing channel strategy and its roadmap, owning high-level requirements, negotiating and facilitating priorities among key stakeholders. This position serves as a leader in partnership with Marketing, Core Retail, Channel Management, Compliance, Legal and others to ensure that we effectively attract the right audience, providing the right value proposition, to grow key market segments.
ESSENTIAL DUTIES & RESPONSIBILITIES: Responsible for driving growth of key segments impacting acquisition of new customers and overall revenue growth Oversees the digital strategy and roadmap for assigned channel, in partnership with Digital Strategy management. This position manages feature prioritization, delivery, and ensures business and client goals are achieved. Lead teams of internal partners to understand business needs and issues pertaining to digital delivery channels Manages Channel Managers responsible for the following activities: Customer experience - understand how the customer perceives their banking experience via defined channel set. Identify and improve areas of channel service that provide less than desirable or deficient service. Recommend and implement solutions to improve. Associate education/knowledge - work with training and front lines to ensure understanding and support for usage in the various defined channels. Regulatory compliance - monitor the industry for changing regulations affecting both servicing ability and revenue/cost. Manages balance sheet to acceptable standards to adequately contribute to the overall profitability of the department and company. Accountable for identifying revenue growth areas and implementing solutions for potential revenue growth and/or cost savings opportunities. Maintains effective working relationships with existing vendors and searches for new vendors when necessary to implement cutting edge channel management opportunities. Participates in contract negotiations and effectively manages renewals to ensure adequate service levels and cost measures are intact. Work closely with Business Intelligence area as well as proactively monitor publicly available information (i.e., internet) to ensure that we are receiving the relevant and up-to-date information for research/benchmarking necessary to stay on the forefront with our offerings and services both competitively and from a regulatory perspective. Periodically benchmark performance against other financial institutions Monitors channel and sales strategies within industry to identify gap opportunities in channel and offering line ups and develop actionable strategies to use our channels effectively to grow and retain a profitable customer base. Responsiveness to market conditions by monitoring and reacting to market and economic conditions to determine unique strategies and opportunities to achieve maximum channel utilization results as well as customer retention and acquisition. Stays abreast of industry trends within Retail Banking (regulatory, technology, competitors) Proactively identifies changes or technical enhancements and operational efficiencies needed to increase customer experience. Manages projects within retail banking, including requirements gathering, participation in design sessions, and making key decisions on retail initiatives Provides leadership and direction to cross functional teams empowered to execute process/channel improvements Identifies and removes barriers that slow or prevent the successful attainment of channel /productivity improvements. Works with operating leaders and teams to uncover and assess channel and revenue generating opportunities. Define reporting requirements necessary to effectively monitor individual channel, department and company goals and provide periodic channel performance reporting to management on an agreed upon schedule. Review MARSY roll up for delivery channels SUPERVISORY RESPONSIBILITIES: Carries out supervisory responsibilities in accordance with the organization's policies, procedures and applicable laws; Provides guidance and oversight to and is responsible for the coordination and evaluation of the assigned team. Responsibilities may include interviewing, hiring and training associates; planning, assigning and directing work; performance management; associate compensation; approving expense reports; addressing concerns and resolving problems. MINIMUM REQUIRED EDUCATION, EXPERIENCE & KNOWLEDGE: Bachelor's degree or commensurate experience 7+ years of Management of Online or Mobile Banking or customer-facing websites, from conception through launch and iteration preferred Financial services industry experience strongly preferred 2 years of management experience preferred A track record for creating a simple, elegant, end-to-end customer experiences Experience in managing software channel development lifecycles Experience writing business requirements, user stories and use cases Ability to translate customer needs into business and channel requirements Strong ability in coordinating multiple time sensitive projects and activities simultaneously Strengths in problem solving, issues-resolution skills, ability to work in a deadline-driven environment Excellent interpersonal and communication skills Understands digital marketing tools, techniques and metrics ESSENTIAL MENTAL & PHYSICAL REQUIREMENTS: Ability to travel if required to perform the essential job functions Ability to work under stress and meet deadlines Ability to operate related equipment to perform the essential job functions Ability to read and interpret a document 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.

Digital Banking and Strategic Innovation Channel Manager - Remote

Hancock Whitney
Remote or Gulfport, MS
Thank you for your interest in our company! To apply, click on the button above. You will be required to create an account (or sign in with an existing account). Your account will provide you access to your application information. You may review, modify, or update your information by visiting and logging into your account.

The Digital Banking & Innovation Channel Manager is responsible for the strategic direction and execution of an assigned Digital Banking channel. This position is responsible for channel management, understands client needs and behaviors, identifies solutions and services to meet needs, brings new channels to market and drives adoption and utilization. The Digital Banking & Innovation Channel Manager is responsible for overall channel management activities focusing on developing channel strategy and its roadmap, owning high-level requirements, negotiating and facilitating priorities among key stakeholders. This position serves as a leader in partnership with Marketing, Core Retail, Channel Management, Compliance, Legal and others to ensure that we effectively attract the right audience, providing the right value proposition, to grow key market segments.
ESSENTIAL DUTIES & RESPONSIBILITIES: Responsible for driving growth of key segments impacting acquisition of new customers and overall revenue growth Oversees the digital strategy and roadmap for assigned channel, in partnership with Digital Strategy management. This position manages feature prioritization, delivery, and ensures business and client goals are achieved. Lead teams of internal partners to understand business needs and issues pertaining to digital delivery channels Manages Channel Managers responsible for the following activities: Customer experience - understand how the customer perceives their banking experience via defined channel set. Identify and improve areas of channel service that provide less than desirable or deficient service. Recommend and implement solutions to improve. Associate education/knowledge - work with training and front lines to ensure understanding and support for usage in the various defined channels. Regulatory compliance - monitor the industry for changing regulations affecting both servicing ability and revenue/cost. Manages balance sheet to acceptable standards to adequately contribute to the overall profitability of the department and company. Accountable for identifying revenue growth areas and implementing solutions for potential revenue growth and/or cost savings opportunities. Maintains effective working relationships with existing vendors and searches for new vendors when necessary to implement cutting edge channel management opportunities. Participates in contract negotiations and effectively manages renewals to ensure adequate service levels and cost measures are intact. Work closely with Business Intelligence area as well as proactively monitor publicly available information (i.e., internet) to ensure that we are receiving the relevant and up-to-date information for research/benchmarking necessary to stay on the forefront with our offerings and services both competitively and from a regulatory perspective. Periodically benchmark performance against other financial institutions Monitors channel and sales strategies within industry to identify gap opportunities in channel and offering line ups and develop actionable strategies to use our channels effectively to grow and retain a profitable customer base. Responsiveness to market conditions by monitoring and reacting to market and economic conditions to determine unique strategies and opportunities to achieve maximum channel utilization results as well as customer retention and acquisition. Stays abreast of industry trends within Retail Banking (regulatory, technology, competitors) Proactively identifies changes or technical enhancements and operational efficiencies needed to increase customer experience. Manages projects within retail banking, including requirements gathering, participation in design sessions, and making key decisions on retail initiatives Provides leadership and direction to cross functional teams empowered to execute process/channel improvements Identifies and removes barriers that slow or prevent the successful attainment of channel /productivity improvements. Works with operating leaders and teams to uncover and assess channel and revenue generating opportunities. Define reporting requirements necessary to effectively monitor individual channel, department and company goals and provide periodic channel performance reporting to management on an agreed upon schedule. Review MARSY roll up for delivery channels SUPERVISORY RESPONSIBILITIES: Carries out supervisory responsibilities in accordance with the organization's policies, procedures and applicable laws; Provides guidance and oversight to and is responsible for the coordination and evaluation of the assigned team. Responsibilities may include interviewing, hiring and training associates; planning, assigning and directing work; performance management; associate compensation; approving expense reports; addressing concerns and resolving problems. MINIMUM REQUIRED EDUCATION, EXPERIENCE & KNOWLEDGE: Bachelor's degree or commensurate experience 7+ years of Management of Online or Mobile Banking or customer-facing websites, from conception through launch and iteration preferred Financial services industry experience strongly preferred 2 years of management experience preferred A track record for creating a simple, elegant, end-to-end customer experiences Experience in managing software channel development lifecycles Experience writing business requirements, user stories and use cases Ability to translate customer needs into business and channel requirements Strong ability in coordinating multiple time sensitive projects and activities simultaneously Strengths in problem solving, issues-resolution skills, ability to work in a deadline-driven environment Excellent interpersonal and communication skills Understands digital marketing tools, techniques and metrics ESSENTIAL MENTAL & PHYSICAL REQUIREMENTS: Ability to travel if required to perform the essential job functions Ability to work under stress and meet deadlines Ability to operate related equipment to perform the essential job functions Ability to read and interpret a document 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.

Digital Banking and Strategic Innovation Channel Manager - Remote

Hancock Whitney
Remote or Mobile, AL
Thank you for your interest in our company! To apply, click on the button above. You will be required to create an account (or sign in with an existing account). Your account will provide you access to your application information. You may review, modify, or update your information by visiting and logging into your account.

The Digital Banking & Innovation Channel Manager is responsible for the strategic direction and execution of an assigned Digital Banking channel. This position is responsible for channel management, understands client needs and behaviors, identifies solutions and services to meet needs, brings new channels to market and drives adoption and utilization. The Digital Banking & Innovation Channel Manager is responsible for overall channel management activities focusing on developing channel strategy and its roadmap, owning high-level requirements, negotiating and facilitating priorities among key stakeholders. This position serves as a leader in partnership with Marketing, Core Retail, Channel Management, Compliance, Legal and others to ensure that we effectively attract the right audience, providing the right value proposition, to grow key market segments.
ESSENTIAL DUTIES & RESPONSIBILITIES: Responsible for driving growth of key segments impacting acquisition of new customers and overall revenue growth Oversees the digital strategy and roadmap for assigned channel, in partnership with Digital Strategy management. This position manages feature prioritization, delivery, and ensures business and client goals are achieved. Lead teams of internal partners to understand business needs and issues pertaining to digital delivery channels Manages Channel Managers responsible for the following activities: Customer experience - understand how the customer perceives their banking experience via defined channel set. Identify and improve areas of channel service that provide less than desirable or deficient service. Recommend and implement solutions to improve. Associate education/knowledge - work with training and front lines to ensure understanding and support for usage in the various defined channels. Regulatory compliance - monitor the industry for changing regulations affecting both servicing ability and revenue/cost. Manages balance sheet to acceptable standards to adequately contribute to the overall profitability of the department and company. Accountable for identifying revenue growth areas and implementing solutions for potential revenue growth and/or cost savings opportunities. Maintains effective working relationships with existing vendors and searches for new vendors when necessary to implement cutting edge channel management opportunities. Participates in contract negotiations and effectively manages renewals to ensure adequate service levels and cost measures are intact. Work closely with Business Intelligence area as well as proactively monitor publicly available information (i.e., internet) to ensure that we are receiving the relevant and up-to-date information for research/benchmarking necessary to stay on the forefront with our offerings and services both competitively and from a regulatory perspective. Periodically benchmark performance against other financial institutions Monitors channel and sales strategies within industry to identify gap opportunities in channel and offering line ups and develop actionable strategies to use our channels effectively to grow and retain a profitable customer base. Responsiveness to market conditions by monitoring and reacting to market and economic conditions to determine unique strategies and opportunities to achieve maximum channel utilization results as well as customer retention and acquisition. Stays abreast of industry trends within Retail Banking (regulatory, technology, competitors) Proactively identifies changes or technical enhancements and operational efficiencies needed to increase customer experience. Manages projects within retail banking, including requirements gathering, participation in design sessions, and making key decisions on retail initiatives Provides leadership and direction to cross functional teams empowered to execute process/channel improvements Identifies and removes barriers that slow or prevent the successful attainment of channel /productivity improvements. Works with operating leaders and teams to uncover and assess channel and revenue generating opportunities. Define reporting requirements necessary to effectively monitor individual channel, department and company goals and provide periodic channel performance reporting to management on an agreed upon schedule. Review MARSY roll up for delivery channels SUPERVISORY RESPONSIBILITIES: Carries out supervisory responsibilities in accordance with the organization's policies, procedures and applicable laws; Provides guidance and oversight to and is responsible for the coordination and evaluation of the assigned team. Responsibilities may include interviewing, hiring and training associates; planning, assigning and directing work; performance management; associate compensation; approving expense reports; addressing concerns and resolving problems. MINIMUM REQUIRED EDUCATION, EXPERIENCE & KNOWLEDGE: Bachelor's degree or commensurate experience 7+ years of Management of Online or Mobile Banking or customer-facing websites, from conception through launch and iteration preferred Financial services industry experience strongly preferred 2 years of management experience preferred A track record for creating a simple, elegant, end-to-end customer experiences Experience in managing software channel development lifecycles Experience writing business requirements, user stories and use cases Ability to translate customer needs into business and channel requirements Strong ability in coordinating multiple time sensitive projects and activities simultaneously Strengths in problem solving, issues-resolution skills, ability to work in a deadline-driven environment Excellent interpersonal and communication skills Understands digital marketing tools, techniques and metrics ESSENTIAL MENTAL & PHYSICAL REQUIREMENTS: Ability to travel if required to perform the essential job functions Ability to work under stress and meet deadlines Ability to operate related equipment to perform the essential job functions Ability to read and interpret a document 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.

Remote Contact Center Business Specialist

Hancock Whitney
Remote or Covington, LA
Thank you for your interest in our company! To apply, click on the button above. You will be required to create an account (or sign in with an existing account). Your account will provide you access to your application information. You may review, modify, or update your information by visiting and logging into your account.
By applying, you agree to the following: Your remote location must be within 35 miles of a Hancock Whitney location. Your workspace must be private, free from distractions, and allow for protection of confidential company information. The workspace should be ergonomically sound, confidential, and safe. You must have and maintain an internet service with enough high-speed bandwidth to reliably perform your regular job duties and access company systems using VPN tools. You will be required to travel to a Contact Center location for initial and ongoing training and meetings as needed. Current Contact Center locations: Montgomery, AL, Denham Springs, LA, and Covington, LA. Lodging and/or gas reimbursements available. You must adhere to quality measures as well as standard hours. You will have established work hours, with scheduled breaks and lunches, and must be working and accessible by telephone, email, and video conferencing during those hours. At any time, management may change your remote status based on business need requiring your attendance on site. JOB FUNCTION / SUMMARY: The Contact Center Business Specialist services, retains, and helps grow meaningful relationships with business clients using a consultative service and sales referral approach to proactively fulfill their financial needs. ESSENTIAL DUTIES & RESPONSIBILITIES: Provides 5 star service to existing clients and prospects by inbound/outbound calls, chat, video conference and other communication channels of the client's choice to build and maintain strong, lasting relationships, discover financial service needs and recommend product and service channel solutions to meet the client's overall financial needs. Educates clients on alternate delivery methods and channels to make their lives easier by providing self-service options to access their accounts 24 hours a day/7 days a week Refers clients to the right business partners to provide clients with experts who can assist them with their specialized financial needs Applies product and procedural knowledge to resolve client problems appropriately and efficiently to enhance the client experience. Processes a variety of routine and complex transactions for clients. Will be asked to perform the duties of the role based upon the needs of the Contact Center. Supports the Bank's strong risk management culture through awareness, knowledge and sound decision making Ensures operational and financial safety and soundness through awareness of the environment, the situation and the client; leverages Red Flag Training as a tool for managing client interactions and risk. Serves as the subject matter expert for servicing Small Businesses, Credit Card, Quicken, Quickbooks, Business Online Banking, Online Banking ACH product, Trusteer, and other specialized products and services as needed. Competitive base salary plus opportunity for incentive MINIMUM REQUIRED EDUCATION, EXPERIENCE & KNOWLEDGE: High School Diploma or general education degree (GED) is required; Bachelor's degree is highly preferred 2 years of banking experience Sales experience preferred Proven ability to form and expand client relationships Advanced knowledge of applicable banking products and regulations Working knowledge of the Microsoft Office suite (Word, Excel, and Outlook). Proficiency in operating multiple banking systems and applications and utilizing search tools to find information State Life & Health Insurance License preferred This position requires National Mortgage Licensing System and Registry (NMLS) registration under the SAFE Act of 2008. Employment is contingent upon meeting initial and ongoing registration requirements, including acceptable background investigation results. Must complete and successfully meet assessment requirements to be considered. The assessment link will be sent to you via e-mail upon submission of this application ESSENTIAL MENTAL & PHYSICAL REQUIREMENTS : Excellent communication skills - in person and over the phone - with proven ability to tailor features and benefits of products/services to clients with differing needs Ability to learn products, services and procedures quickly and accurately Comfortable educating others on technology Professional, thorough and organized with strong follow-up skills Performs well in a team environment and proactively collaborates with others to serve clients Ability to understand and follow policies, procedures and regulatory requirements Ability to work financial center hours, including weekends, and some evenings DISCLAIMER This job description is only valid as of the date it was revised. Please contact the HR Compensation Department to obtain the latest version. Information contained herein should be treated as confidential to Hancock Whitney. NOTHING IN THIS JOB DESCRIPTION RESTRICTS MANAGEMENT'S RIGHT TO ASSIGN OR REASSIGN DUTIES AND RESPONSIBILITIES TO THE JOB AT ANY TIME 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.

Contact Center Customer Service Representative- Remote

Hancock Whitney
Remote or Denham Springs, LA
Thank you for your interest in our company! To apply, click on the button above. You will be required to create an account (or sign in with an existing account). Your account will provide you access to your application information. You may review, modify, or update your information by visiting and logging into your account.
By applying, you agree to the following: Your remote location must be within 35 miles of a Hancock Whitney location. Your workspace must be private, free from distractions, and allow for protection of confidential company information. The workspace should be ergonomically sound, confidential, and safe. You must have and maintain an internet service with enough high-speed bandwidth to reliably perform your regular job duties and access company systems using VPN tools. You will be required to travel to a Contact Center location for initial and ongoing training and meetings as needed. Current Contact Center locations: Montgomery, AL, Denham Springs, LA, and Covington, LA. Lodging and/or gas reimbursements available. You must adhere to quality measures as well as standard hours. You will have established work hours, with scheduled breaks and lunches, and must be working and accessible by telephone, email, and video conferencing during those hours. At any time, management may change your remote status based on business need requiring your attendance on site. JOB FUNCTION / SUMMARY: Delivers consistent quality customer service via telephone (inbound/outbound) and/or Internet e-mail, fax or mail. ESSENTIAL DUTIES & RESPONSIBILITIES: Primary Duties Provides customer service and technical assistance to e-banking, Mobile, text banking and e-pay customers. Recommends the appropriate problem resolution, service, or department as necessary for further assistance and/or call resolution concerning customer inquiries, complaints, or difficulties. Provides dispute resolution for Debit and ATM transactions, and reporting/replacing lost or stolen ATM and Check cards. Identifies customer financial needs, informs and recommends appropriate financial services/products via telephone and gains customer agreement to refer to a Telesales Associate. Additional Duties Process e-pay service requests and be able to navigate through the e-pay system. Complete offline registrations received through the Hancock Bank website, proves general information and complete maintenance requests via i-Service and secured messaging. Balance e-Banking accounts and complete daily reports. Provides customer account information related to deposit and loan accounts. Includes, balance information, pending debit items, transaction history, loan balances & payoffs. Completes and submits research providing images of checks, statements, check/debit and return items copies, 1099 information and encoding errors. Completes maintenance including address changes, stop payments, updating customer profile information, check orders, access code changes, and security IDs. Completes financial transactions; transfers between accounts, payments on loans, and initiates scheduled transfers and Account Transfer Overdraft Protection. Offers interest information on checking/savings accounts, certificates of deposit, and loans. Provides basic online banking administrative assistance as follows: completing registrations, unlocking and re-setting passwords and assisting customers with the functionalities as they relate to online banking and On Guard Authentication. 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) Minimum of 1-year experience in retail/branch banking or in high customer contact environment dealing with customer resolution strongly preferred. Minimum of 1 year sales and/or business development experience preferred Proficiency with Microsoft Office (including Word, Excel, PowerPoint, Access and Outlook) Knowledge of or ability to learn required systems to facilitate customer support ESSENTIAL MENTAL & PHYSICAL REQUIREMENTS: Ability to travel if required to perform the essential job functions Ability to work under stress and meet deadlines Ability to operate related equipment to perform the essential job functions Ability to read and interpret a document 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.

Remote Contact Center Business Specialist

Hancock Whitney
Remote
Thank you for your interest in our company! To apply, click on the button above. You will be required to create an account (or sign in with an existing account). Your account will provide you access to your application information. You may review, modify, or update your information by visiting and logging into your account.
By applying, you agree to the following: Your remote location must be within 35 miles of a Hancock Whitney location. Your workspace must be private, free from distractions, and allow for protection of confidential company information. The workspace should be ergonomically sound, confidential, and safe. You must have and maintain an internet service with enough high-speed bandwidth to reliably perform your regular job duties and access company systems using VPN tools. You will be required to travel to a Contact Center location for initial and ongoing training and meetings as needed. Current Contact Center locations: Montgomery, AL, Denham Springs, LA, and Covington, LA. Lodging and/or gas reimbursements available. You must adhere to quality measures as well as standard hours. You will have established work hours, with scheduled breaks and lunches, and must be working and accessible by telephone, email, and video conferencing during those hours. At any time, management may change your remote status based on business need requiring your attendance on site. JOB FUNCTION / SUMMARY: The Contact Center Business Specialist services, retains, and helps grow meaningful relationships with business clients using a consultative service and sales referral approach to proactively fulfill their financial needs. ESSENTIAL DUTIES & RESPONSIBILITIES: Provides 5 star service to existing clients and prospects by inbound/outbound calls, chat, video conference and other communication channels of the client's choice to build and maintain strong, lasting relationships, discover financial service needs and recommend product and service channel solutions to meet the client's overall financial needs. Educates clients on alternate delivery methods and channels to make their lives easier by providing self-service options to access their accounts 24 hours a day/7 days a week Refers clients to the right business partners to provide clients with experts who can assist them with their specialized financial needs Applies product and procedural knowledge to resolve client problems appropriately and efficiently to enhance the client experience. Processes a variety of routine and complex transactions for clients. Will be asked to perform the duties of the role based upon the needs of the Contact Center. Supports the Bank's strong risk management culture through awareness, knowledge and sound decision making Ensures operational and financial safety and soundness through awareness of the environment, the situation and the client; leverages Red Flag Training as a tool for managing client interactions and risk. Serves as the subject matter expert for servicing Small Businesses, Credit Card, Quicken, Quickbooks, Business Online Banking, Online Banking ACH product, Trusteer, and other specialized products and services as needed. Competitive base salary plus opportunity for incentive MINIMUM REQUIRED EDUCATION, EXPERIENCE & KNOWLEDGE: High School Diploma or general education degree (GED) is required; Bachelor's degree is highly preferred 2 years of banking experience Sales experience preferred Proven ability to form and expand client relationships Advanced knowledge of applicable banking products and regulations Working knowledge of the Microsoft Office suite (Word, Excel, and Outlook). Proficiency in operating multiple banking systems and applications and utilizing search tools to find information State Life & Health Insurance License preferred This position requires National Mortgage Licensing System and Registry (NMLS) registration under the SAFE Act of 2008. Employment is contingent upon meeting initial and ongoing registration requirements, including acceptable background investigation results. Must complete and successfully meet assessment requirements to be considered. The assessment link will be sent to you via e-mail upon submission of this application ESSENTIAL MENTAL & PHYSICAL REQUIREMENTS : Excellent communication skills - in person and over the phone - with proven ability to tailor features and benefits of products/services to clients with differing needs Ability to learn products, services and procedures quickly and accurately Comfortable educating others on technology Professional, thorough and organized with strong follow-up skills Performs well in a team environment and proactively collaborates with others to serve clients Ability to understand and follow policies, procedures and regulatory requirements Ability to work financial center hours, including weekends, and some evenings DISCLAIMER This job description is only valid as of the date it was revised. Please contact the HR Compensation Department to obtain the latest version. Information contained herein should be treated as confidential to Hancock Whitney. NOTHING IN THIS JOB DESCRIPTION RESTRICTS MANAGEMENT'S RIGHT TO ASSIGN OR REASSIGN DUTIES AND RESPONSIBILITIES TO THE JOB AT ANY TIME 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.

Senior Network Engineer - Remote

Hancock Whitney
Remote or Center Point, LA
Thank you for your interest in our company! To apply, click on the button above. You will be required to create an account (or sign in with an existing account). Your account will provide you access to your application information. You may review, modify, or update your information by visiting and logging into your account.

The Senior Network Engineer maintains and monitors a data and voice network for all users focused on the highest uptime possible by configuring to industry best practices. The Senior Network Engineer will serve as a technical expert by providing direction to other Network Engineer team members.
ESSENTIAL DUTIES & RESPONSIBILITIES: Performs advanced network troubleshooting to isolate and diagnose critical network problems. Plans and implements the upgrades of network hardware including perimeter firewalls and software components as required. Mentors other Network Engineers on the team and provides technical direction and advice as needed. Monitors network performance via SolarWinds ORION or other network monitoring tools. Notifies management of any critical issues. Performs bandwidth utilization/traffic studies on a monthly basis in order to provide properly sized circuits to all bank sites. Provide evidence along with recommendation capacity increase to Network Services Manager. Establishes network security for new networks being installed or upgraded. Provides users and other technical groups with network technical support via documentation and formal information sharing sessions. Assembles, configures, and install data network hardware including firewalls, routers, switches, and CSU/DSUs at Core Sites and remote sites. Participates in the disaster recovery planning and testing process as it relates to network infrastructure. Responds to needs and questions of users concerning their access of network resources. Responsible for monitoring and evaluating the overall operation of the network (LAN and WAN) to ensure optimum performance, utility, and usability involving meeting with network carrier on a monthly basis to discuss uptime/downtime, performance, traffic studies. Maintains contact with network hardware providers involving monthly meetings with the provider to discuss upgrades, patches, and new products. Evaluates vendor hardware, software and network equipment products and services and recommends purchases consistent with the Bank's long-term and short-term objectives. Maintains accurate and current documentation of installation settings, specifications, and network layouts. Keeps logs, files periodic status reports and maintains Service Level Agreement reporting. Ensures necessary hardware and circuits are ordered and programmed properly for new sites including any circuit disconnects that may occur as part of site closings. Collaborates with management to ensure the cost-effectiveness of the Bank's network. Ensures network equipment complies with industry standards. Maintains current training/certifications with regards to components used in bank's network. SUPERVISORY RESPONSIBILITIES: None MINIMUM REQUIRED EDUCATION, EXPERIENCE & KNOWLEDGE: Four-year degree or university program certificate 5-7 years of related experience working in a large Data Center environment or equivalent combination of education and experience Certifications from Cisco and Juniper (CCNA, CCENT, JNCIA-Junos or JNCIS-ENT) preferred. ESSENTIAL MENTAL & PHYSICAL REQUIREMENTS: Ability to lift/move/carry approximately 20 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.

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Hancock Whitney
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Hancock Whitney Corp
Remote or Covington, LA

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