Customer Care Center Representative

Responsibilities

• Customer Care Center Hours: Monday, Tuesday, Thursday, Friday: 10 am - 7 pm
  Saturday: 9 am - 3 pm (2-3 per month are required)
• 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
• NMLS registered or ability to obtain NMLS registration within 90 days of hire

Benefits Overview

Univest offers 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

Wage Range

The salary for this position is $22/hr