Customer Care Specialist

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Full time

R-9412

The Customer Care Specialist delivers the Unparalleled Customer Experience and build relationships through customer interactions to resolve issues. They serve as subject matter expert and point of contact for Mainstream call center agents, branch representatives, Private Wealth advisors, Program Administrators and internal Business Partners to provide consultation, research, and solutions for complex inquiries, issues, and escalations related to consumer loans. Performance will be measured based on Call Quality, Attendance, Adherence to Schedule, and Compliance/Errors.

Associate must demonstrate professionalism in all internal and external interactions including all Mutual Funds, Private Wealth, and Consumer Loans clients and customers.

How you will spend your time:

• Provide service and support to our customers through multiple contact portals. This will require the ability to access multiple systems for appropriate products. Associate will learn and maintain skills through peer and on the job training.

• Must review and adhere to regular departmental communications/alerts. Associate will be part of a team atmosphere and expected to participate and interact with all members of their team, leadership, and other Lines of Business in an appropriate manner.

• Review all processes and procedures critically to determine efficiency and recommend changes as needed.

• Maintain a high level of knowledge/awareness in current business objectives.

• Stay current with all new product offerings/enhancements, regulatory/legislative changes, and changes in technology.

• Act as subject matter expert and point of contact for Mainstream call center agents, branch representatives, Private Wealth advisors, Program Administrators and internal Business Partners to provide consultation, research, and solutions for complex inquiries, issues, and escalations related to consumer loans.

• Provide proactive communication with clients and internal business partners (Branch, Private Wealth and IBIS) regarding all components of client experience and set proper expectations. Research escalated issues and resolve or refer resolution to appropriate teams.

• Delivers exceptional customer service to customers and clients when identifying and resolving needs. Associate is responsible for UMB consumer and small business, mutual funds, private wealth, and consumer loans.

Mutual Fund duties include but are not limited to the following:

• Receiving inbound calls form UMB employees, Clients, Customers, and 3rd Party contacts. Approving debit card applications in Acesys Completing email requests through the Mutual Fund and Debit email boxes Lost/Stolen (ST) report completion Mutual Funds request logs Debit Work cases Rapid Reports Demographics Reports Processes non Fraud disputes and temporary credits for Private Banking and Institutional Banking and Investor Services (IBIS)

• Performs other duties as assigned

Loans duties include but are not limited to the following:

• Receiving inbound calls form UMB employees, Clients, Customers, and 3rd Party contacts

• Complete Loan Payoff requests for a variety of products according to bank policy

• Calculating finance charges Demographic Updates

• Performs other duties as assigned

We’re excited to talk with you if:

• You have an associate degree or equivalent work experience

• You have 2 Years experience in Loan Customer Service

• Must be able to work M-F 10:30am-7pm CT

• You have knowledge of basic banking products including checking, loans, debit and accounts Knowledge of Mainframe, TSYS/TCS, Hogan, FIS, and Power Image Knowledge of policies and regulations (i.e. Disputes, Fraud, Patriot Act, Check 21, Reg. E,)

• You are able to work escalated matters appropriately and professionally to a resolution

• You have experience interacting with customers via multiple contact portals

• You demonstrate strong written and verbal communication skills with all levels of management and Lines of Business partners

• You have the ability to interact with and manage multiple computer systems to access client information

• You have an understanding of…