Banking Customer Experience Specialist

UMB Bank; Helena (MT); On-site; USD 22,000 - 31,000; Full time

Benefits offered by this job

Paid time off

401(k) matching program

Annual incentive pay

Holiday pay

Job summary

UMB Bank is hiring for a Consumer Services Specialist in a call center environment. The role focuses on delivering an unparalleled customer experience, handling inbound service calls, and building relationships with customers.

Responsibilities include assisting customers, resolving inquiries, and promoting bank products while meeting performance metrics and participating in ongoing training. Shift coverage includes mornings to evenings, with typical weekday and Saturday hours.

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 of bank-related questions.
• Provide information, resolve problems and cross-sell appropriate products.
• Continue learning through classroom training, self-paced online learning and department communications reviews.
• Performance will be measured based on call quality, talk time, cross-sell success rate and demonstration of target competencies with monthly incentive.
• Other duties as assigned.

Skills

Customer service

Phone skills

Basic banking knowledge

Multi-system access

Privacy/reg compliance

Education

High School Diploma or equivalent

Job description

UMB Bank is hiring for a Consumer Services Specialist in a call center environment. The role focuses on delivering an unparalleled customer experience, handling inbound service calls, and building relationships with customers.

Responsibilities include assisting customers, resolving inquiries, and promoting bank products while meeting performance metrics and participating in ongoing training. Shift coverage includes mornings to evenings, with typical weekday and Saturday hours.