- Respond to incoming Customer and Branch calls courteously and professionally.
- Demonstrate active listening to grasp the Customer's concerns.
- Ensure Customer privacy and security through proper authentication.
- Evaluate Customer requirements by asking relevant questions.
- Deliver outstanding Customer Service with a respectful and professional attitude.
- Address account inquiries, perform account maintenance, assist with loan queries, troubleshoot online banking issues, and provide basic banking details.
- Resolve initial Customer complaints promptly and effectively.
- Stay updated on products, services, and processes through email updates, meetings, and virtual training.
- Develop relationships with Customers, Branches, and internal teams.
- Research and propose effective solutions while adhering to company policies.
- Take responsibility for calls from start to finish, ensuring timely follow-up.
- Suggest relevant products and services like online banking, mobile apps, Zelle, and Telebanc to meet Customer needs.
- Handle additional administrative tasks as required by the department.
- High School diploma required, Bachelor's degree preferred.
- Minimum of one year of call center or banking experience, ideally in a customer-facing role.
- At least 1 year of professional Customer Service experience.
- Strong verbal and written communication skills.
- Proficient in Microsoft Office, with the ability to adapt quickly to new systems.
- Adept at working in a fast-paced and dynamic environment.
- Capable of independently utilizing provided resources.
- Maintain professionalism and offer solutions in challenging scenarios.
- Meet performance standards consistently (quality, attendance, punctuality).
- Flexible to work shifts between 8:00 am - 6:00 pm Monday to Friday and rotating Saturdays from 9:00 am - 3:00 pm.
- Demonstrate active listening and attention to detail while handling multiple tasks.
- Show a commitment to career growth and development with United Bank.
- Dependability, Punctuality, and Attendance.
- Customer Service orientation.
- Strong team collaboration skills.
- Proficiency in computer operations.
- Effective Time Management.
- Excellent Interpersonal and Communication Skills.
- Critical thinking and problem-solving abilities.
- Extended periods of sitting and speaking.
- Dexterity to operate computer equipment and phones efficiently.
- Effective communication with staff and customers of all levels.
- Observation, identification, and data translation skills.
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Description
Job Description
Our Customer Care Specialists play a crucial role as representatives of United Bank. They focus on delivering exceptional service to both internal and external Customers through phone and email interactions. This position offers a great opportunity to familiarize yourself with the bank's products, services, and collaborate with various business units to address Customer needs effectively.
