Job Description
Position Summary: The Customer Support Specialist educates and assists customers with account inquiries as well as product and service related issues; assistance is provided over the phone, through online chat, email and the Secure Message Center. Specialist solves problems, cross-sell products and services and completes applicable documentation. This role is eligible for hybrid work from home opportunity under the work from home guidelines up to one day per week upon completion of onboarding. Hours - Full-Time, Monday – Friday 7:30am – 4:00pm (Tuesday off), Saturday 8:00am – 4:30pm
- Full-Time, Monday – Friday 7:45am – 4:15pm (Thursday off), Saturday 8:00am – 4:30pm
Essential Functions - Educates and assist customers with account inquiries, product, and service-related issues over the phone, through online chat, email, online feedback, and Secure Message Center.
- Responsible for assisting customers in 4 phone queues including Customer Support, Debit Card, Credit Card and UBTgo as well as maintaining appropriate knowledge of products, fees and policies, promotions and technical support skills necessary for the assigned queue.
- Identify, educate and document Fraud/Compliance Issues and provide resolution to our customer and serve as a liaison to Compliance Department for additional follow-up and reporting.
- Participate in outbound projects to include online follow up and fraud alerts; additional outbound projects as needed.
- Document and maintain account maintenance requests efficiently and accurately.
- Demonstrates knowledge and proven technical skills to efficiently troubleshoot and resolve customer issues, in a timely manner.
- Acquire general knowledge of departments such as Deposit Services, Electronic Banking, Customer Service, Operations and Loan Collections for effective problem resolution.
- Acquire extensive understanding of Navigator, BPM, Client Central, Base 2000, Right Now, Director, UBTgo, Business Banking Online, Bill Pay, eQuest, FTNI, Visa Online, Verified by Visa, Centrix, Relius, Launch Compass (Zelle), Okta, Deluxe and ezCard.
- Evaluate risk based on account review and appropriate discovery with each caller to increase various banking limits up to your approved amount.
- Quickly assess probable fraudulent situations, both a caller who is attempting a form of fraud, or a situation our customer may be defrauded in, and educate accordingly. Collaborate with Financial Crimes workgroup regarding such scenarios.
- Educate and assist customers with inquiries regarding bank communication and Marketing promotions.
- Proactively build customer relationships to uncover account and lending needs.
- Proactively participate in ongoing trainings, coaching, and meetings to ensure continued growth.
- Assist UBT employees with their inquiries in all queues.
- Promote Union Bank’s customer service philosophy.
- Participates in ongoing product and sales training.
- Understand and adhere to all bank policies, laws and regulations applicable to their role. Complete compliance training; follow internal processes and controls as required.
- Report all compliance issues, violations of law or regulations in accordance with the steps defined in bank policies.
- Performs other job-related duties or special projects as assigned.
- Regular and reliable attendance is an essential function of this position.
Qualifications - Prefer 1-3 years’ experience in a Call Center or Customer Service position.
- Fluent in Spanish strongly preferred. (For Bilingual: Fluent in Spanish required)
- Prior bank experience and/or knowledge of Union Bank’s products, services preferred.
- Proficient in Microsoft Word, Excel and in working with other financial software.
Preferred Talents - Effective communicator
- Positive and people focused
- Organized and time efficient
- Computer program and software problem solver
- Deadline driven
- Self-directed and takes initiative
- Problem Solver
Working Environment Sedentary work lifting – occasionally lifting and/or carrying up to 25 pounds.
Indoor work-not exposed to outdoor elements or hazards.
This role is eligible for hybrid work from home opportunity under the work from home guidelines upon completion of onboarding.
PLEASE VIEW THE APPLICANT TERMS & CONDITIONS BEFORE PROCEEDING WITH YOUR APPLICATION.
Job Tags
Full time, Work from home, Free visa, Monday to Friday, 1 day per week,