Customer Service Specialist

About the role

Overview: In compliance with established policies and procedures, 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, consistently delivering high-quality customer service.

Responsibilities

• Processes check orders, stop payments, account maintenance, and check and statement debit card maintenance requests (including limit increases, card closures/reorders, travel notices, etc.).
• Supports and resolves complex debit card issues.
• Provides Online/Mobile Banking and Bill Pay support/troubleshooting for consumer and business customers.
• Meets or exceeds personal scorecard goals contributing to department goals.
• Provides exceptional customer service by creating a positive experience on all support channels.
• Interacts with customers and co-workers professionally and caring, representing United Community Bank as “The Bank that Service Built”.
• May assist with mentoring teammates and creating/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 support areas.
• May actively seek, refer, and/or sell bank products and services that align customer needs with UCB’s offerings.
• Successfully completes all training assigned by the Customer Contact Center and/or UCB.
• Maintains thorough knowledge of all bank products