Consumer Services Specialist
About The Position
The Consumer Services Specialist is responsible for delivering the Unparalleled Customer Experience and build relationships with UMB customers through the handling of inbound service center calls. This role involves interacting with customers over the phone by accessing multiple systems to answer bank-related questions, provide information, resolve problems, and cross-sell appropriate products. Continuous learning and skill maintenance are expected through classroom training, self-paced online learning, and reviewing department communications. Performance will be measured based on call quality, talk time, cross-sale success rate, and demonstration of target competencies, with a monthly incentive opportunity. Other duties may be assigned.
Requirements
- High School Diploma or equivalent
- Proficient in the English language
- 1-2 years customer service or similar work experience
- Knowledge of basic banking products including checking, debit, and credit card accounts
- Ability to interact with and manage multiple computer systems to access client information.
- Basic understanding of privacy regulations and the need to authenticate customers prior to discussing account information.
- Demonstrates the ability to learn and pass assessments/training certificates.
- Demonstrates pleasant phone and interaction skills with customers.
- MUST be able to work during the hours of M-F 7am-8pm and Saturdays 8am-5pm CT.
Responsibilities
- Interact with customers over the phone by accessing multiple systems in order to answer a variety bank related questions, provide information, resolve problems and cross sell appropriate products.
- Continue learning and maintaining skills through classroom training, self-paced online learning and the review of regular department communications.
- Other duties as assigned.
Benefits
- Paid Time Off
- a 401(k) matching program
- annual incentive pay
- paid holidays
- a comprehensive company sponsored benefit plan including medical, dental, vision, and other insurance coverage
- health savings, flexible spending, and dependent care accounts
- adoption assistance
- an employee assistance program
- fitness reimbursement
- tuition reimbursement
- an associate wellbeing program
- an associate emergency fund
- various associate banking benefits
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
