Job Description & How to Apply Below
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
Search for further Jobs Here: