Customer Service Specialist

About the role

This customer service position completes a wide variety of high-quality customer service requests presented to our on-site Customer Contact Center team through phone, chat, secure message, and email. Tasks are similar to those performed in a branch office, with emphasis on First Contact Resolution, while managing risk for the bank and the customer, and consistently delivering high-quality customer service.

Responsibilities

• Completes requests including but not limited to processing of check orders, stop payments, account maintenance, check and statement debit card maintenance requests (e.g., limit increases, card closures/reorders, travel notices)
• Supports and resolves complex debit card issues
• Provides Online/Mobile Banking and Bill Pay support/troubleshooting for both consumer and business customers
• Meets or exceeds personal scorecard goals which contribute to the overall goals of the department
• Provides exceptional customer service by creating a positive experience for each customer on all support channels
• Interacts with customers and co-workers in a professional and caring way, representing United Community Bank as “The Bank that Service Built”
• May assist with mentoring teammates and creating or contributing to training resource material
• Supports customer channels, including email, chat, secure message, and telephone
• May develop a ‘specialized’ support niche as a Subject Matter Expert in one or more areas of support
• May actively seek, refer, or sell bank products and services that align customer needs with UCB’s offerings
• Successfully completes all training assigned by the Customer Contact Center or UCB
• Maintains thorough knowledge of all bank products and services
• Keeps absences to a minimum, understanding the interdependence of team members to meet performance goals
• Performs other duties as assigned

Requirements

• High school diploma or equivalent required; Bachelor’s degree in a relevant field 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
• Previous Contact Center experience in any professional work environment a plus
• Experience with email, chat, or other forms of electronic communication preferred
• Bilingual and/or fluent in Spanish (verbal and written) 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
• Excellent interpersonal and communication skills
• Passion for delivering superior customer service
• Professional and welcoming telephone etiquette; ability to maintain a friendly, cheerful, and courteous demeanor
• Strong verbal and written communication skills
• Strong computer and technology skills
• Ability to thrive in a high call volume, fast-paced work environment
• Skilled at handling and navigating customer complaints
• Ability to closely and accurately follow established processes and procedures
• Self-starter with strong team-building and collaboration skills
• Ability to multi-task
• Strong emphasis on details and accuracy
• 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 to ensure the team meets or exceeds its objectives
• Successfully complete all Contact Center training programs, including 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
• Must be able to pass a criminal background and credit check

Pay

USD $32,146.00 - USD $45,185.00 per year

Schedule

Full-time position requiring schedule flexibility, including evenings and weekends as needed. May require up to 25% travel.