Our Customer Care Specialists are a key representative of United Bank. This role is responsible for providing exceptional service to our internal and external Customers by performing a broad range of customer service transactions, providing information on services, products, and/or solutions to existing and prospective Customers. This position is an excellent opportunity to learn all of United’s products, services, and lines of business.
RESPONSIBILITIES:
• Answer inbound Customer and Branch calls/emails in a courteous and professional manner, while representing the Bank with excellent Customer Service skills at all times.
• Utilize active listening skills to understand the Customer’s concern or situation.
• Ensure privacy and security through proper Customer authentication.
• Assess Customers’ needs by asking the right questions.
• Build and maintain rapport with the Customer by quickly earning trust and establishing yourself as the subject matter expert.
• Respond to inquiries including but not limited to account maintenance, transfers, stop payments, general loan inquiries, online/mobile banking troubleshooting, debit card maintenance, and limit increases based on authority levels.
• Take ownership of Customer concerns, resolve issue at the first point of contact, and provide timely follow up as needed.
• Stay up to date on products/services/procedures by reviewing email notifications, attending meetings, and using internal resources.
• Meet or exceed quality and productivity goals, including but not limited to call rate, transfer rate, hold rate, release times, and call/email monitoring (as applicable).
• Research and communicate effective solutions while adhering to departmental policies and procedures.
• Recommend products and services to Customers such as online banking, mobile app, Zelle, Telebanc, etc. to better serve their needs.
• Arrives on time and is logged in ready to receive Customer calls/emails as scheduled.
• High School diploma or equivalent required. Bachelor’s degree preferred
• Minimum of one (1) year of call center or banking experience, preferred
• Minimum of 1 year of professional Customer Service experience required
• Excellent verbal and written communication skills required
• Proficient in Microsoft Office products, computer skills in a Windows based environment, and the ability to quickly learn new systems required
• Ability to work in a structured fast-paced and ever-changing environment required
• Ability to independently utilize resources and tools provided
• Ability to maintain a professional demeanor and provide options in difficult situations required
• Ability to successfully maintain required performance standards (i.e., quality, attendance, promptness) required
• Ability to be flexible working a schedule during the hours of 8:00am-6:00pm Monday-Friday and 9:00am – 5:00pm Saturday (rotating) required
• Active listening required
• Attention to detail while multi-tasking required
• Desire to build a career and grow with United Bank
KEY COMPETENCIES:
• Dependability, Attendance & Punctuality
• Customer Service focused
• Teamwork
• Computer skills
• Time Management
• Interpersonal Skills
• Communication Skills
Essential Functions:
• Sitting and speaking for extended periods of time
• Sufficient dexterity of hands and fingers to efficiently operate a computer keyboard, mouse and other computer components and ability to use telephone equipment
• Ability to converse and exchange information with all levels of staff and customers
• Ability to observe, perceive, identify, and translate data
This job description is not intended to be all-inclusive, and the employee will also perform other duties as assigned. It is not an employment contract. United Bank reserves the right to modify job duties or job descriptions at any time.
Company ProfilePlease click here to access a list of benefits for which this position is eligible. Additional information regarding United’s Mission, Values and Culture can be found here.
At United, our strength is our people, and we are committed to nurturing an inclusive culture that is reflective of the communities we serve; celebrates diversity of thought, backgrounds, and experience; promotes respect and a shared purpose; and aligns with our core values.
Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.