Banking Customer Experience Specialist - Inbound Calls

UMB Bank; Saint Paul (MN); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Paid holidays

Medical, dental, vision insurance

Health savings account

Flexible spending accounts

Dependent care accounts

Employee assistance program

Fitness reimbursement

Tuition reimbursement

Job summary

UMB Bank in Minnesota is seeking a Consumer Services Specialist to deliver an unparalleled customer experience by handling inbound service center calls and building lasting relationships with customers.

You will access multiple banking systems to answer questions, resolve problems, and cross-sell suitable products, while participating in ongoing classroom and online training to maintain skills and meet performance metrics.

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

• Handle inbound service center calls and build relationships with UMB customers.
• Access multiple systems over the phone to answer banking questions, provide information, resolve problems, and cross-sell appropriate products.
• Engage in ongoing training and self-paced learning to maintain skills.
• Meet performance metrics based on call quality, talk time, cross-sale success rate, and competency demonstrations.

Skills

Customer service experience

Phone skills

Multitasking with multiple systems

English language proficiency

Communication skills

Learning and training aptitude

Cross-selling ability

Education

High School Diploma or equivalent

Job description

UMB Bank in Minnesota is seeking a Consumer Services Specialist to deliver an unparalleled customer experience by handling inbound service center calls and building lasting relationships with customers.

You will access multiple banking systems to answer questions, resolve problems, and cross-sell suitable products, while participating in ongoing classroom and online training to maintain skills and meet performance metrics.