Job Posting for Customer Service Specialist at UNITED COMMUNITY BANK

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.

Apply for this job

Receive alerts for other Customer Service Specialist job openings

Salary.com Estimation for Customer Service Specialist in Franklin, TN

$49,749 to $64,825

Customer Service Specialist

Job Posting for Customer Service Specialist at UNITED COMMUNITY BANK

Sign up to receive alerts about other jobs that are on the Customer Service Specialist career path.

Sign up to receive alerts about other jobs with skills like those required for the Customer Service Specialist.

Job openings at UNITED COMMUNITY BANK

Not the job you're looking for? Here are some other Customer Service Specialist jobs in the Franklin, TN area that may be a better fit.

We don't have any other Customer Service Specialist jobs in the Franklin, TN area right now.