Banking Customer Experience Specialist

UMB Bank; Montpelier (VT); On-site; USD 22,000 - 31,000; Full time

Benefits offered by this job

Paid time off

401(k) match

Annual incentive pay

Paid holidays

Health insurance

HSA & FSA

Dependent care accounts

Adoption assistance

Employee assistance program

Fitness reimbursement

Tuition reimbursement

Wellbeing program

Emergency fund

Banking benefits

Job summary

UMB Bank is hiring for a Consumer Services Specialist to deliver outstanding customer experiences and build relationships with customers by handling inbound service center calls. You will work with multiple banking systems to answer questions, provide information, and cross-sell products.

The role includes training, ongoing skill development, and a monthly incentive program tied to call quality and performance. Shifts span M–F 7am–8pm CT and Saturdays 8am–5pm CT.

Qualifications

• 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

Banking products knowledge

Multisystem access

Privacy regulations

Assessments & training

Phone etiquette

Proficient English

Education

High School Diploma

Job description

UMB Bank is hiring for a Consumer Services Specialist to deliver outstanding customer experiences and build relationships with customers by handling inbound service center calls. You will work with multiple banking systems to answer questions, provide information, and cross-sell products.

The role includes training, ongoing skill development, and a monthly incentive program tied to call quality and performance. Shifts span M–F 7am–8pm CT and Saturdays 8am–5pm CT.