In compliance with established policies and procedures, this customer service position performs a wide variety of high quality customer service similar to those performed in the branch office with emphasis on First Call Resolution through all customer support channels while managing risk for the bank and the customer,, delivering high-quality customer service.
•High school diploma or equivalent required; Bachelor’s degree in a relevant field of work or an equivalent combination of education and work related experience preferred
•1-3 years of banking, bank operations, retail or customer service experience required
1 – 3 years’ experience in one or more bank operations functions preferred
1 – 3 years’ experience in retail or commercial banking preferred
•Contact center experience a plus
•Experience with email, chat or other forms of electronic communication preferred
•Bilingual and/or Spanish-speaking ability a plus
•Able to work a set or rotating schedule that may include evenings and Saturdays
•Proficient in Microsoft Office programs with ability to operate standard office equipment
•Possess excellent interpersonal and communication skills
•Has a passion for delivering superior customer service
•Deliver professional and welcoming telephone etiquette and skills; ability to maintain a friendly, cheerful and courteous demeanor throughout the work day
•Strong verbal and written communication skills
•Strong computer and technology skills
•Enjoys working in a fast paced, changing environment
•Team building and collaboration skills; ability to work well in a team environment
•Ability to multi-task
•Strong emphasis on details and accuracy or work
•Strong analytical and problem solving skills with demonstrated capacity for sound judgment
•Ability to make informed decisions quickly and execute those decisions with confidence; ability to troubleshoot issues and provide solutions
•Committed to achieving individual performance goals set forth by leadership to ensure that the team meets or exceeds its goals
•Successfully complete all Contact Center training programs including but not limited to BVS courses, periodic quizzes, etc.
•Participate in all required compliance training, including Bank Secrecy Act/anti-money laundering training, as well as internal and external training programs, online training, meetings, and seminars/conferences, etc.
•Correctly routes customers to specific branch locations and or provides branch hours of operation/location
•Addresses account requests including but not limited to processing of check orders, stop payments, Debit Card POS disputes, account maintenance, check and statement copies or ACH, Stop payments, etc.
•Supports complex debit card issues, eBanking (Online and Mobile Banking), Branch Support or Loan/Line Customer Service
•Provides exceptional service meeting and or exceeding customer expectations
•Interacts with customers and co-workers in a professional and caring way and represent United Community Bank as “The Bank that Service Built”
•May assist with mentoring teammates and creating and/or contributing to training resource material
•Supports customer support channels, including but not limited to, email or chat in addition to the telephone
•May include developing a ‘specialized’ support niche as a Subject Matter Expert in one or more areas of support
•May include actively seeking, referring and/or sales of bank product and services that align customer needs with UCB’s products and services
•Maintains thorough knowledge of all bank products & services
•Keeps absences to a minimum understanding the interdependence each person has on the other to meet and or exceed team performance goals and objectives.
•Other duties as assigned