Banking Customer Care Specialist – Inbound & Cross-Sell

UMB Bank; Charleston (WV); On-site; USD 22,000 - 31,000; Full time

Benefits offered by this job

Paid Time Off

401(k) matching

Annual incentive pay

Paid holidays

Medical, dental, vision coverage

Health savings accounts

Job summary

UMB Bank is hiring for a Consumer Services Specialist to join our call center class starting Monday, January 11th, 2027. The role focuses on delivering an unparalleled customer experience and building relationships with customers through inbound service center calls.

You will handle customer inquiries across banking products, train through classroom and online learning, and be evaluated on call quality, talk time, and cross-sell success with monthly incentives.

Qualifications

• 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.

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.
• Performance will be measured based on call quality, talk time, cross sale success rate and demonstration of target competencies with monthly incentive opportunity.
• Other duties as assigned.

Skills

Customer service

Phone etiquette

English proficiency

Multitasking

Privacy compliance

Assessments

Education

High School Diploma

Tools

Banking systems

Job description

UMB Bank is hiring for a Consumer Services Specialist to join our call center class starting Monday, January 11th, 2027. The role focuses on delivering an unparalleled customer experience and building relationships with customers through inbound service center calls.

You will handle customer inquiries across banking products, train through classroom and online learning, and be evaluated on call quality, talk time, and cross-sell success with monthly incentives.