Direct Banker Universal Specialist - Chat - Southwood

Direct Banker Universal Specialist - Chat - Southwood Job Category: Office Delivery Requisition Number: DIREC003536 Posted: July 14, 2026 Employment Type: Full-Time Work Arrangement: Hybrid Locations Southwood Operations Center 3800 Esplanade Way Suite 300 Tallahassee, FL 32311, USA Direct Banking Universal Specialist Chat – Capital City Bank – More than your bank, your banker. 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 for 6 months and will be responsible for being cross‑trained into a second position within 1 year. Associates will be monitored to ensure full 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. Qualifications Minimum Quality Assurance average of 96% Must not be in a new hire period Must not have excess of 48 hours 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. Chat position may be required to work until 10 p.m. with some Saturdays 9 a.m.–12 p.m. and Sundays 1 p.m.–4 p.m. Average typing speed of 60+ wpm Principal Duties and Responsibilities Provide client with information about bank products and services via phone, chat, and email. Back 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. Attend 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 Assist in other areas of the department during peak times, when needed. Provide additional support to manager and department colleagues. Complete all assigned/required bank training within established timelines. Knowledge, Skills, and Abilities (KSAs) Required Exercise 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 judgment. Education Minimum high‑school diploma or equivalent. Relevant experience may substitute for the education requirement. Preferred one year of banking or client service experience. Successful completion of in‑house training program or other approved training program. Attendance of necessary sales and product training sessions. Working Conditions Regular contact with clients, associates, and supervisors in an open cubicle 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 a location other than the 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. 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 Capital City Bank is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, veteran status, disability status, or any other protected characteristic. 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. #J-18808-Ljbffr