Customer Service Relationship Banker

UBank • Lufkin, TX

1d

About The Position

The Customer Service Relationship Banker at UBank in Lufkin, Texas, is a non-exempt hourly role in the Retail department and reports to the Retail Market Lead. The position serves as a first point of contact for customers and provides service and support across multiple channels. It handles customer inquiries, resolves issues, and performs account-related tasks to support a positive customer experience and operational efficiency. The role has no supervisory responsibilities.

Requirements

• Customer service experience in a banking, financial services, or related environment.
• Strong verbal and written communication skills.
• Ability to resolve customer issues professionally and efficiently.
• Knowledge of deposit products, electronic banking, and payment services.
• Strong attention to detail and accuracy.
• Ability to maintain confidentiality and safeguard customer information.
• Proficiency with Microsoft Office and banking software systems.
• Ability to manage multiple tasks and priorities simultaneously.
• Strong problem-solving and critical-thinking skills.
• Ability to work effectively in a team-oriented environment.
• High school diploma or GED required.

Responsibilities

• Answer incoming customer calls and provide accurate, timely assistance.
• Manage compromised debit card reports by notifying customers, closing affected cards, and directing customers to branches for replacement cards.
• Respond to secure mail inquiries and customer requests.
• Engage with customers through the LinkLive (Communicator) chat platform.
• Process debit card limit increases, travel notices, and swipe limit adjustments.
• Support BillPay services, including stop payments, adding account numbers, and troubleshooting.
• Assist with Zelle troubleshooting and account un-restriction.
• Build and maintain Business Online Banking profiles, including mobile deposit limit increases, password resets, adding users, linking accounts, and managing restrictions.
• Support Retail Online Banking enrollment, password resets, mobile deposit limit increases, and restrictions.
• Process check and debit card orders.
• Manage disputes through FINBOA.
• Execute domestic and international wire transfers.
• Respond to fraud-related calls and update the case tracker for flagged debit cards.
• Perform internal funds transfers.
• Process stop payments and Telebanker profile unlocks and PIN resets.
• Escalate Fiserv service desk tickets as needed.
• Respond to service desk tickets and customer email requests submitted through the website.
• Direct incoming faxes to the appropriate departments.
• Meet established service standards for customer satisfaction and turnaround times.
• Process transactions, account maintenance requests, and service activities accurately and with minimal errors.
• Resolve customer issues on first contact whenever possible and meet productivity expectations for calls, secure messages, chats, and service requests.
• Follow bank policies, procedures, regulatory requirements, and fraud-prevention protocols.
• Collaborate with branch staff, operations teams, and customers in support of overall service goals.

What This Job Offers

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