Banking Customer Experience Specialist

UMB Bank; Boston (MA); Hybrid; USD 38,000 - 52,000; Full time

Benefits offered by this job

Paid holidays

Medical insurance

Dental insurance

Vision insurance

Health savings account

Tuition reimbursement

Job summary

UMB Bank is seeking a Consumer Services Specialist in the call center to deliver an unparalleled customer experience and develop strong relationships with customers through inbound service center calls.

You will engage with customers by phone, access multiple banking systems to answer questions, resolve issues, and cross-sell suitable products. Training is provided, and performance is rewarded 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

• Deliver an unparalleled customer experience and build relationships through handling inbound service center calls.
• Interact with customers over the phone by accessing multiple systems to answer 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 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.

Skills

Customer service

English proficiency

Phone support

Education

High School Diploma or equivalent

Tools

Banking systems

Job description

UMB Bank is seeking a Consumer Services Specialist in the call center to deliver an unparalleled customer experience and develop strong relationships with customers through inbound service center calls.

You will engage with customers by phone, access multiple banking systems to answer questions, resolve issues, and cross-sell suitable products. Training is provided, and performance is rewarded with monthly incentives.