Customer Service Banker

Customer Service Banker Profile

UBank is a community-oriented bank that is building the future of relationship banking. We believe that people bank with people, not a bank. That’s why we’re focused on creating an innovative banking experience that values, knows, and empowers its customers to live their ambitions and forge their dreams today. Since our founding in 1961, we’ve built a strong product set, learned how to navigate the regulatory environment, and established a strong team of employees who share our vision. After many years of steady growth, 2019 ushered in a completely new chapter for the organization – starting with a new management team and a comprehensive rebrand! As we transitioned from ‘Huntington State Bank’ to ‘UBank,’ our vision for the future became even clearer, as we were able to focus our ambitions on building “banking made for you.”

Since this rebranding, we’ve worked tirelessly to build a firm foundation that will stand the test of time. In addition to structural improvements that maximize efficiencies, we made giving back to our community a priority through our ‘Go Groups’ service teams and UBank’s annual ‘Good For Country’ benefit concert that raises money for the East Texas Food Bank. UBank is an organization that’s always looking for creative ways to bring humanity back to the banking industry. We’re on a mission to become a wingman for our customers – someone who is both a trusted partner and a valued friend. The one you can always depend on to make things happen and have a good time doing it.

For people with a growth mindset for whom the pace of change has never felt greater and who seek banking solutions to support their lifestyles and businesses, UBank is the perfect place to grow. We’re here to make it happen for you, for your family, and for your business. It’s that simple.

• Manages large amounts of inbound and outbound calls in a timely manner.
• Greets customers on the telephone professionally and promptly.
• Follows communication scripts provided for given topics.
• Responds to phone or email inquiries of a specific or general nature.
• Determines appropriate response or direction for a caller.
• Resolves problems within given authority.
• Identifies customer needs, clarifies information, researches every issue and provides solutions and/or alternatives.
• Performs duties, such as processing account balance or transfer requests, stop payment orders, change of address and other customer requests or authorizations.
• Handles and resolves customer complaints in accordance with Bank policy and procedure.
• Identifies and escalates priority issues.
• Routes calls to appropriate resources, if needed.
• Conducts follow-up calls with customers on items not able to resolved on initial call.
• Responsible for meeting personal and team target key performance indicators (KPIs).
• Attends frequent training to stay informed of changes in systems, processes, and procedures.
• Performs assigned interactive voice response (IVR) responsibilities.
• Maintains good attendance and punctuality to work.
• Follows Bank policy, procedures and guidelines.
• Performs all other duties as assigned.

QUALIFICATIONS:

• Prior experience with a community bank preferred.
• Computer skills required: Microsoft Office Suite (especially Excel), Outlook.
• Excellent customer contact skills; comfortable asking questions/ interviewing customers about their financial situation; strong listening skills.
• Excellent organizational skills, attention to detail, and the ability to complete assignments in a timely manner.
• Strong verbal, written, and interpersonal skills, as well as analytic and problem-solving skills.
• Problem recognition and resolution skills.
• Ability to work autonomously and within a team.
• Motivated self-starter and an active learner.
• Other skills required:
• Ability to think strategically with a strong attention to detail, standards, and consistency
• Knowledge of internet terms, access, and usage.
• Ability to troubleshoot and resolve general customer issues.
• Ability to adhere to Bank policies and procedures.
• Ability to work additional and/or flexible hours and shifts, as needed.
• Ability to apply common sense understanding to issues involving multiple variables.
• High School Diploma or equivalent.

COMPETENCIES:

• Diversity - Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce.
• Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
• Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
• Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
• Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
• Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
• Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
• Quantity - Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.
• Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
• Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
• Multi-Tasking – ability to work on multiple assignments at the same time and prioritize assigned projects to meet deadlines.
• Technical Skills – Employee must demonstrate proficiency in computer and technical skills without assistance.

• Location: Lufkin, TX
• Hours/Duration: Full-Time Position, Hourly Non-Exempt Compensation

Pay: TBD on previous experience/qualifications.