Customer Care Center Representative

Responsibilities

• CUSTOMER CARE CENTER HOURS: Monday, Tuesday, Thursday, Friday: 10 am - 7pm
  Saturday: 9 am – 3 pm (2-3 per month are required)
• Position Includes
• Develop knowledge and a comprehension of Univest Products and Services
• Leverage bank promotions
• Leverage call center “scripts” when handling different topics
• Answer customer calls to learn about and address needs, complaints, or other issues with products or services
• Actively listen, diffuse difficult situations, research every issue, and provide solutions
• Upsell additional products/services when appropriate
• Build sustainable relationships and engage customers by going “the extra mile”
• Keep clear records of all conversations in call center database
• Frequently attend educational seminars to improve knowledge and performance
• Meet personal/team qualitative and quantitative targets
• Reply to customer queries in a timely, efficient and accurate way, via phone, email, or chat
• Follow up with customers to ensure their technical issues are resolved
• Accountable for compliance with laws and regulations that apply to this position including the Univest Code of Conduct
• Perform other duties as assigned

Qualifications

• High school diploma/GED or equivalency
• Previous experience with MS Office Suite, Salesforce, Xperience preferred
• 2+ Experience in Retail Sales or Telemarketing with proven sales results
• Strong written/verbal/organizational skills
• Attention to detail and ability to prioritize
• Energetic and engaging interpersonal communication skills
• 2+ years customer support experience or experience as a client service representative
• Strong phone contact handling and active listening skills
• Customer-oriented with the ability to adapt and respond to various customer scenarios
• Ability to multi-task, prioritize and manage time effectively
• Previous banking experience or completion of ABA Banking Basics suite
• Completion of training in SSR Suite
• Neat, professional appearance following established guidelines for appropriate dress
• NMLS registered or ability to obtain NMLS registration within 90 days of hire

Pay

The salary for this position is $22/hr.

Benefits

We offer a comprehensive benefits package that includes:

• Health Insurance: Medical, dental and vision coverage (single or family; begins the first of the month following start date)
• Retirement Plan: Participation in 401(k) plan with up to a 3% employer match after 6 months of employment
• Paid Time Off (PTO): 15 days annually (prorated your first year)
• Short Term Disability: 12 weeks of sick time with a doctors note after 6 months of service
• Holiday Time Off: 11 paid holidays
• We offer company paid life insurance: as well as other supplemental insurances
• Tuition reimbursement
• Employee Wellness programs: including fitness club discounts and fitness tracker discounts/ annual reimbursement
• Discounts: on loan products
• Professional development trainings

Benefits Information

Click here for Benefit Information

About the Role

An Equal Opportunity Employer. Univest does not discriminate against any applicant for employment because of race, color, religion, religious creed, ancestry, national origin, age, sex, disability or protected veteran status.