CST Customer Experience Quality Analyst

Union Bank & Trust Company; Lincoln (NE); Hybrid; USD 52,000 - 68,000; Full time

Job summary

Union Bank & Trust Company in Lincoln, NE seeks a CST Customer Experience Quality Analyst to review customer interactions across phone, chat, email and other channels, ensuring quality service and accurate documentation.

You will monitor satisfaction results, partner with CST leadership, and propose improvements to drive a superior, consistent banking experience for customers.

Upon onboarding, this role offers a hybrid work-from-home arrangement under the bank's guidelines.

Qualifications

• At least 3 years Call Center experience is required.
• At least 2 years experience in the Customer Support Team as a Specialist or equivalent banking role.
• Demonstrated leadership in building a positive team environment.
• Strong knowledge of Union Bank's deposit products and services.
• Proficient in Microsoft Office and financial software.

Responsibilities

• Review customer interactions across phone, chat, email and other channels for quality and compliance.
• Maintain reports on errors and notify CST managers to drive improvements.
• Monitor CSAT results, investigate variances and communicate findings to leadership.
• Recommend process improvements to enhance efficiency and customer experience.
• Handle escalations and complex service exceptions as needed while supporting other departments.

Skills

Call Center experience

Customer Support Team experience

Leadership

Excellent communication

Banking knowledge

Tools

Microsoft Office

Financial software

Job description

Description

Position Summary: The CST Customer Experience Quality Analyst is responsible for the review and analysis of both interactions with customers and tickets submitted on behalf of customers. This professional will monitor interactions across all CST channels and customer satisfaction results, research new topics, and help leadership with continuous process improvement with an ultimate goal of providing a superior and consistent experience to all customers.

Essential Functions

• Understand the daily job tasks and develops/maintains a working knowledge of all Customer Support Team staff positions and ensures quality customer service, accurate documentation and compliance.
• Complete review of interactions with external and internal customers though all channels- phone, chat, email, personal message center, business message center, solution center feedback.
• Maintain reports for errors and identifies systems failures, procedural changes and carelessness. Shares data with CST managers and supervisors to ensure feedback is communicated with Specialists.
• Follow up and/or researches Customer Satisfaction results to ensure understanding of results supplied and opportunity to correct an experience or pass along praise.
• Make recommendations for process improvements with a focus in efficiency and customer experience.
• Solve non-routine problems and questions. Be alert to deviation from policies and procedures. Identify suspicious customer behavior/activity; report and prepare documentation for CST leaders; suggest and implement methods to limit risk to the customer and UBT
• Complete a minimum number of customer interactions per month to maintain frontline understanding and processes.
• Handle Service Exceptions including debit card increases, mobile deposit limits, Fraud monitoring exceptions, NSF funds, addendas, account closing processes and all escalated calls while acting as a resource for other departments, as needed.
• Inspect and inform on fraud and risk management procedures and initiatives in CST.
• Understand and adhere to all bank policies, laws and regulations applicable to their role. Complete compliance training; follow internal processes and controls as required.
• Report all compliance issues, violations of law or regulations in accordance with the steps defined in bank policies.
• Performs other job related duties or special projects as assigned.
• Regular and reliable attendance is an essential function of this position.

Qualifications:

• At least 3 years Call Center experience required.
• At least 2 years experience in the Customer Support Team as a Specialist or equivalent banking experience.
• Demonstrated leadership in managing and building a positive team environment.
• Strong knowledge of Union Bank's deposit products and services.
• Proficient in Microsoft Office Products and in working with other financial software.

Preferred Talents:

• Professional and positive
• Effective communicator
• Independent decision maker with good judgment
• Organized, deadline driven and time efficient
• Problem solver
• Self-directed and takes initiative

Working Environment:

Sedentary work lifting - occasionally lifting and carrying up to 25 pounds.

Indoor work-not exposed to outdoor elements or hazards.

This role is eligible for hybrid work from home opportunity under the work from home guidelines upon completion of onboarding.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws.

For further information, please review the Know Your Rights notice from the Department of Labor.