Customer Service Specialist

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.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 issuesOnline/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 departmentProvides exceptional customer service by creating a positive experience for each customer on all support channelsInteracts 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 materialSupports customer channels, including but not limited to, email, chat, secure message, and email in addition to the telephoneMay include developing a ‘specialized’ support niche as a Subject Matter Expert in one or more areas of supportMay include actively seeking, referring and/or sales of bank product and services that align customer needs with UCB’s products and servicesSuccessfully completes all training as assigned by the Customer Contact Center and or UCBMaintains thorough knowledge of all bank products & servicesKeeps 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 assignedHigh 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 required1 - 3 years’ experience in one or more bank operations functions preferred1 - 3 years’ experience in retail or commercial banking preferredPrevious Contact Center experience in any professional work environment a plusExperience with email, chat or other forms of electronic communication preferredBilingual and/or fluent in Spanish both verbal and written a plusAble to work a set or rotating schedule that may include evenings and SaturdaysProficient in Microsoft Office programs with ability to operate standard office equipmentPossess excellent interpersonal and communication skillsHas a passion for delivering superior customer serviceDeliver professional and welcoming telephone etiquette and skills; ability to maintain a friendly, cheerful and courteous demeanor throughout the work dayStrong verbal and written communication skillsStrong computer and technology skillsAbility to thrive in a high call volume, fast paced work environmentSkilled at handling and navigating customer complaintsAbility to closely and accurately follow established processes and proceduresSelf-starterTeam building and collaboration skills; ability to work well in a team environmentAbility to multi-taskStrong emphasis on details and accuracy or workStrong analytical and problem solving skills with demonstrated capacity for sound judgmentAbility to make informed decisions quickly and execute those decisions with confidence; ability to troubleshoot issues and provide solutionsCommitted to achieving individual performance goals set forth by leadership to ensure that the team meets or exceeds its goalsSuccessfully 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. Must be able to pass a criminal background & credit check.FLSA StatusNon-ExemptSUPERVISORY RESPONSIBILITYThis position has no direct reports.POSITION TYPEThis is a full-time position that requires schedule flexibility to work evenings and weekends as needed.TRAVELThis position may require up to 25% travel.OtherWe 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.USD $32,146.00 - USD $45,185.00 /Yr.