Customer Service Specialist

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.

What You’ll Do

• Completes requests including but not limited to processing of check orders, stop payments, account maintenance, check and statement 
• Debit card maintenance requests which includes but is not limited to; limit increases, card closures/reorders, travel notices, etc.
• Supports and or resolves complex debit card issues
• Online/Mobile Banking, and Bill Pay support/troubleshooting for both consumer and business customers 
• Meets and 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 and represent United Community Bank as “The Bank that Service Built”
• May assist with mentoring teammates and creating and/or contributing to training resource material
• Supports customer channels, including but not limited to, email, chat, secure message, and email in addition to the telephone
• May include developing a ‘specialized’ support niche as a Subject Matter Expert in one or more areas of support
• May include actively seeking, referring and/or sales of bank product and services that align customer needs with UCB’s products and services
• Successfully completes all training as assigned by the Customer Contact Center and or UCB
• Maintains thorough knowledge of all bank products & services
• Keeps absences to a minimum understanding the interdependence each person has on the other to meet and or exceed team performance goals and objectives.
• Other duties as assigned

Requirements For Success

• High school diploma or equivalent required; Bachelor’s degree in a relevant field of work 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 both 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
• Possess excellent interpersonal and communication skills
• Has a passion for delivering superior customer service
• Deliver professional and welcoming telephone etiquette and skills; ability to maintain a friendly, cheerful and courteous demeanor throughout the work day
• 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
• Team building and collaboration skills; ability to work well in a team environment
• Ability to multi-task
• Strong emphasis on details and accuracy or work
• 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 set forth by leadership to ensure that the team meets or exceeds its goals
• Successfully complete all Contact Center training programs including but not limited to 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, etc. 

Conditions of Employment

Must be able to pass a criminal background & credit check.

 

FLSA Status

Non-Exempt

 

SUPERVISORY RESPONSIBILITY

This position has n