Customer Care Representative - Lufkin, United States - UBank

Description

UBank

Customer Care Representative / Career Path to Relationship Banker 3

Full Time - Lufkin

NOTE:

This position will primarily be in the call center performing the duties of customer service answering calls coming into the UBank customer service number.

Our Mission:

At UBank we are on a mission to revolutionize the Future of community banking. If you believe in meeting people where they are and helping them forge the life they want today, then your "Make It Happen" energy may just be the right fit So come join us as we build a bank together based on common sense, consistency, and efficiency


RB3 Summary:

You will support both consumer and business customers with service and onboarding, highlighting operational excellence. Addressing escalated issues and providing solutions for their financial health are key priorities. You will embody the UBank brand by stepping in as needed. Our strategy emphasizes Legendary Service, Lifelong Relationships, and Operational Excellence.

Your tasks include transaction handling, account opening, and assisting complex customers, all while offering solutions to improve their financial wellbeing.

ABOUT UBANK:

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 is why we are 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 have built a strong product set, learned how to navigate the regulatory environment, and established a dedicated 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 rebranding 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 have 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 is always looking for creative ways to bring humanity back to the banking industry.

We are 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 an enjoyable time doing it.


DUTIES AND RESPONSIBILITIES

Service:

• 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.
• 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 followup 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.

Lifelong Relationships:

• Engage in intentional conversation based of the three Ps: Personal, Professional, and Play.
• Meeting customers where they are absent of judgment and shame.
• Make needsbased recommendations empowering customers to thrive in their financial lives.
• Learner Mindset vs. Knower Mindset.
• Promptly Answer telephone (less than 3 rings) and address or escalate inquiries as needed.
• Provide effective followup on new accounts open that includes 2x2x2 process. A thank you card within 2 days of opening and account, a follow up call in 2 weeks to make sure customers have everything set up and working properly and a call in 2 months to follow up on additional needs.
• Open business accounts and new business online banking access including maintenance like adding accounts.
• Understand and complete TM paperwork and service trouble shooting like RDC set up an additional service need.
• Deliver on