Customer Service Specialist

Job Title: Customer Service Specialist

Reports To: Contact Center Team Lead/ Supervisor

Direct Reports: N/A

Salary Grade: 5

SUMMARY

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.

EDUCATION AND EXPERIENCE REQUIREMENTS

• 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.

JOB FUNCTIONS

• 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

SUPERVISORY RESPONSIBILITY

This position has no direct reports.

WORK ENVIRONMENT

Work location will be within the UCB footprint

POSITION TYPE

This is a full-time position that requires schedule flexibility to work evenings and weekends as needed.

TRAVEL

This position may require up to 25% travel.

OTHER

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.