Contact Center Customer Service Specialist
About The Position
United Community is seeking a Contact Center Customer Service Specialist to join our on‑site Contact Center team. In this role, you will handle a wide variety of high‑quality customer service requests received through phone, chat, secure message, and email. You will perform many of the same tasks completed in a branch environment, with a strong emphasis on First Contact Resolution and effective risk management for both the bank and our customers. This position requires a commitment to consistently delivering exceptional customer service while maintaining accuracy, professionalism, and efficiency in a fast-paced environment.Position is also available in Blairsville, GA
Requirements
- High school diploma or equivalent required; Bachelor's degree preferred.
- 1-3 years of banking, operations, retail, or customer service experience required.
- Ability to work a ser or rotating schedule, including evenings and Saturdays.
- Proficiency in Microsoft Office and standard office equipment.
- Excellent interpersonal, verbal, and written communication skills.
- Strong passion for delivering high-quality customer service.
- Professional and welcoming telephone etiquette; ability to maintain a positive demeanor throughout the day.
- Strong computer and technical skills.
- Ability to thrive in a high call-volume, fast-paced environment.
- Skilled at managing and resolving customer complaints.
- Strong attention to detail, accuracy, and adherence to procedures.
- Strong analytical and problem-solving abilities with sound judgement.
- Ability to make informed, confident decisions quickly.
- Self-starter with strong teamwork and collaboration skills.
- Ability to multi-task effectively.
- Must be able to pass a background & credit check.
- This is a full-time, non-remote position.
- FLSA Status: Non-Exempt
Nice To Haves
- Bank operations or retail/commercial banking experience preferred.
- Contact Center experience is a plus.
- Experience with electronic communication tools (email, chat, etc.) preferred.
- Bilingual (Spanish) verbal and written skills is a plus.
Responsibilities
- Complete customer service requests including, but not limited to, check orders, stop payments, account maintenance, and statement requests.
- Process debit card maintenance requests such as limit increases, card closures/reorders, and travel notices.
- Support and resolve complex debit card issues.
- Provide Online/Mobile Banking and Bill Pay support and troubleshooting for consumer and business customers.
- Meet or exceed personal scorecard goal contributing to department performance.
- Deliver exceptional service across all channels by creating a positive experience for every customer.
- Interact with customers and coworkers professionally and represent United Community Bank and "The Bank that Service Built."
- Assist with mentoring teammates and contributing to training resources as needed.
- Support customer channels including email, chat, secure message, and telephone.
- Develop subject-matter expertise in specialized support areas when assigned.
- See, refer, and/or sell bank products and services.
- Maintain thorough knowledge of all bank products and services.
- Maintain reliable attendance and understand the team's interdependence in achieving goals.
- Successfully complete all assigned Contact Center and UCB training.
- Perform other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
