Consumer Services Specialist

UMB Bank • MO-REMOTE, NV

5d • $33,786 - $49,698

About The Position

The Consumer Services Specialist delivers an unparalleled customer experience and builds relationships with UMB customers by handling inbound service center calls. The role involves answering banking questions, providing information, resolving problems, and cross-selling appropriate products using multiple systems. The position includes continued classroom and online learning and regular review of department communications. Performance is measured by call quality, talk time, cross-sale success rate, and demonstration of target competencies, with a monthly incentive opportunity. Other duties may be assigned.

The role requires availability to work any shift during the Service Center’s operating hours: Monday through Friday, 7 a.m.–8 p.m. CT, and Saturday, 8 a.m.–5 p.m. CT. The anticipated compensation for this opening is $19 per hour. The broad compensation range listed is $33,786–$49,698.

Requirements

• High school diploma or equivalent.
• Proficiency in English.
• 1–2 years of customer service or similar work experience.
• Knowledge of basic banking products, including checking, debit, and credit card accounts.
• Ability to use and manage multiple computer systems to access client information.
• Basic understanding of privacy regulations and the need to authenticate customers before discussing account information.
• Ability to learn and pass assessments and training certificates.
• Pleasant phone and customer interaction skills.
• Availability to work any shift during Service Center hours: Monday–Friday, 7 a.m.–8 p.m. CT, and Saturdays, 8 a.m.–5 p.m. CT.

Responsibilities

• Handle inbound service center calls and build relationships with UMB customers.
• Use multiple systems to answer banking questions, provide information, resolve problems, and cross-sell appropriate products.
• Continue learning and maintaining skills through classroom training, self-paced online learning, and review of department communications.
• Meet performance measures for call quality, talk time, cross-sale success rate, and target competencies.
• Perform other duties as assigned.

Benefits

• Paid time off
• 401(k) matching program
• Annual incentive pay
• Paid holidays
• Medical, dental, vision, and other insurance coverage
• Health savings, flexible spending, and dependent care accounts
• Adoption assistance
• Employee assistance program
• Fitness reimbursement
• Tuition reimbursement
• Associate wellbeing program
• Associate emergency fund
• Associate banking benefits

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED