Bilingual Customer Support Specialist 1

About the role

This position educates and assists customers with account inquiries as well as product and service-related issues, primarily over the phone, with limited support via chat, email, or Secure Message Center. The Specialist acts as a problem solver, completes documentation, and delivers an excellent customer experience. This role is eligible for a hybrid work-from-home opportunity of up to one day per week after completing onboarding.

Responsibilities

• Educate and assist customers with account inquiries, product and service-related issues or transactions primarily over the phone, with occasional online chat and email support.
• Handle three phone queues: Customer Support, Debit Card, and UBTgo, maintaining up-to-date knowledge of products, fees, policies, promotions, and technical support skills for the assigned queue.
• Identify, educate, and document fraud/compliance issues; serve as a liaison to the Compliance Department for follow-up and reporting.
• Participate in outbound projects such as online follow-ups and fraud alerts, as well as other outbound tasks as needed.
• Document and maintain account maintenance requests accurately and efficiently.
• Apply technical skills to troubleshoot and resolve customer issues in a timely manner.
• Acquire general knowledge of departments such as Deposit Services, Electronic Banking, Customer Service, Operations, and Loan Collections to facilitate effective problem resolution.
• Develop extensive understanding of banking-specific systems and customer retail applications, including Navigator, BPM, Client Central, Right Now, Director, UBTgo, UBTBusiness Online, Bill Pay, UPP, FTNI, Visa Online, Verified by Visa, Centrix, Launch Compass (Zelle), Okta, and Deluxe.
• Evaluate risk based on account review and appropriate discovery to increase various banking limits up to the approved amount.
• Remove suspensions due to NSF or inactivity from Zelle, dual-approve debit card increases up to $15,000, and approve mobile deposit exception increases up to $25,000.
• Assess probable fraudulent situations, whether involving a caller attempting fraud or a customer who may be defrauded, and educate accordingly; collaborate with the Financial Crimes workgroup on such scenarios.
• Manage time effectively to meet department productivity expectations.
• Educate and assist customers with inquiries regarding bank communications and marketing promotions.
• Build customer relationships to uncover account and lending needs proactively.
• Participate in ongoing training, coaching, and meetings to ensure continued growth.
• Assist UBT employees with their inquiries across all queues.
• Promote Union Bank’s customer service philosophy and participate in ongoing product and sales training.
• Understand and adhere to all bank policies, laws, and regulations applicable to the role; complete compliance training and follow internal processes and controls as required.
• Report all compliance issues or violations of law or regulations in accordance with bank policies.
• Perform other job-related duties or special projects as assigned.
• Regular and reliable attendance is an essential function of this position.

Qualifications

• At least 1 year of experience in a call center or customer service position preferred.
• Fluent in Spanish required.
• Prior bank experience and/or knowledge of Union Bank’s products and services preferred.
• Proficient in Microsoft Word, Excel, and other financial software.

Preferred Talents

• Effective communicator
• Positive and people-focused
• Organized and time-efficient
• Skilled at solving computer program and software issues
• Deadline-driven
• Self-directed and takes initiative

Working Environment

• Sedentary work with occasional lifting and/or carrying up to 25 pounds.
• Indoor work, not exposed to outdoor elements or hazards.
• This role is eligible for a hybrid work-from-home opportunity under the work-from-home guidelines upon completion of onboarding.