Customer Support Specialist 1

Union Bank & Trust Company; Lincoln (NE); Hybrid; USD 42,000 - 54,000; Full time

Job summary

Union Bank & Trust Company in Lincoln, NE seeks a Customer Support Specialist 1 to educate and assist customers with account inquiries and product issues. Work is primarily over the phone, with occasional chat or email, and a hybrid work-from-home option up to one day per week after onboarding.

Responsibilities include handling three phone queues, identifying fraud/compliance issues, and resolving customer problems using banking systems like Navigator, BPM, and UBTgo.

Qualifications

• At least 1 year experience in a Call Center or Customer Service position preferred.
• Fluent in Spanish strongly preferred.
• Prior bank experience and/or knowledge of Union Bank's products, services preferred.
• Proficient in Microsoft Word, Excel and in working with other financial software.

Responsibilities

• Educate and assist customers with account inquiries, product, and service-related issues or transactions primarily over the phone, through online chat, and email on occasion.
• Responsible for assisting customers in 3 phone queues including Customer Support, Debit Card, and UBTgo as well as maintaining appropriate knowledge of products, fees and policies, promotions and technical support skills necessary for the assigned queue.
• Identify, educate and document Fraud/Compliance Issues and provide resolution to our customers and serve as a liaison to Compliance Department for additional follow-up and reporting.
• Participate in outbound projects to include online follow up and fraud alerts; additional outbound projects as needed.
• Document and maintain account maintenance requests efficiently and accurately.
• Knowledge and proven technical skills to efficiently troubleshoot and resolve customer issues, in a timely manner.
• Acquire general knowledge of departments such as Deposit Services, Electronic Banking, Customer Service, Operations and Loan Collections for effective problem resolution.
• Acquire extensive understanding of banking specific systems and customer retail applications including Navigator, BPM, Client Central, Right Now, Director, UBTgo UBTBusiness online, Bill Pay, UPP, FTNI, Visa Online, Verified by Visa, Centrix, Launch Compass (Zelle), Okta, and Deluxe.
• Evaluate risk based on account review and appropriate discovery with each caller to increase various banking limits up to your approved amount. Remove suspensions due to NSF or inactivity from Zelle, dual approve debit card increases up to $15,000 and mobile deposit exception increases up to $25,000.
• Assess probable fraudulent situations quickly, both a caller who is attempting a form of fraud, or a situation our customer may be defrauded in, and educate accordingly. Collaborate with Financial Crimes workgroup regarding such scenarios.
• Manage time effectively to meet department expectations regarding productivity.
• Educate and assist customers with inquiries regarding bank communication and Marketing promotions.
• Build customer relationships to uncover account and lending needs, proactively.
• Participate in ongoing trainings, coaching, and meetings to ensure continued growth, proactively.
• Assist UBT employees with their inquiries in all queues.
• Promote Union Bank's customer service philosophy.
• Participate in ongoing product and sales training.
• 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.

Skills

Call center experience

Spanish language

Customer service

Microsoft Word/Excel

Tools

Navigator

BPM

Client Central

Right Now

Director

UBTgo

Job description

Position Summary

The Customer Support Specialist 1 educates and assists customers with account inquiries as well as product and service-related issues; assistance is provided primarily over the phone, but can include chat, email or Secure Message Center in a limited capacity. Specialist is a problem solver and completes applicable documentation while providing an excellent experience.

This role is eligible for hybrid work from home opportunity under the work from home guidelines up to one day per week upon completion of onboarding.

Hours: Full-Time (40 hours), Monday - Friday 10:30 AM - 7:00 PM

Essential Functions

• Educate and assist customers with account inquiries, product, and service-related issues or transactions primarily over the phone, through online chat, and email on occasion.
• Responsible for assisting customers in 3 phone queues including Customer Support, Debit Card, and UBTgo as well as maintaining appropriate knowledge of products, fees and policies, promotions and technical support skills necessary for the assigned queue.
• Identify, educate and document Fraud/Compliance Issues and provide resolution to our customers and serve as a liaison to Compliance Department for additional follow-up and reporting.
• Participate in outbound projects to include online follow up and fraud alerts; additional outbound projects as needed.
• Document and maintain account maintenance requests efficiently and accurately.
• Knowledge and proven technical skills to efficiently troubleshoot and resolve customer issues, in a timely manner.
• Acquire general knowledge of departments such as Deposit Services, Electronic Banking, Customer Service, Operations and Loan Collections for effective problem resolution.
• Acquire extensive understanding of banking specific systems and customer retail applications including Navigator, BPM, Client Central, Right Now, Director, UBTgo UBTBusiness online, Bill Pay, UPP, FTNI, Visa Online, Verified by Visa, Centrix, Launch Compass (Zelle), Okta, and Deluxe.
• Evaluate risk based on account review and appropriate discovery with each caller to increase various banking limits up to your approved amount. Remove suspensions due to NSF or inactivity from Zelle, dual approve debit card increases up to $15,000 and mobile deposit exception increases up to $25,000.
• Assess probable fraudulent situations quickly, both a caller who is attempting a form of fraud, or a situation our customer may be defrauded in, and educate accordingly. Collaborate with Financial Crimes workgroup regarding such scenarios.
• Manage time effectively to meet department expectations regarding productivity.
• Educate and assist customers with inquiries regarding bank communication and Marketing promotions.
• Build customer relationships to uncover account and lending needs, proactively.
• Participate in ongoing trainings, coaching, and meetings to ensure continued growth, proactively.
• Assist UBT employees with their inquiries in all queues.
• Promote Union Bank's customer service philosophy.
• Participate in ongoing product and sales training.
• 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 1 year experience in a Call Center or Customer Service position preferred.
• Fluent in Spanish strongly preferred.
• Prior bank experience and/or knowledge of Union Bank's products, services preferred.
• Proficient in Microsoft Word, Excel and in working with other financial software.

Preferred Talents

• Effective communicator
• Positive and people focused
• Organized and time efficient
• Computer program and software problem solver
• Deadline driven
• Self-directed and takes initiative

Working Environment

Sedentary work lifting - occasionally lifting and/or 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

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

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