Customer Care Center Representative

Univest Financial Corp; Lansdale (Montgomery County); Hybrid; USD 45,000 - 52,000; Full time

Benefits offered by this job

Health Insurance

401(k) plan with employer match

15 days PTO

Job summary

Univest Financial Corp in Kulpsville, PA is seeking a Customer Care Center Representative to handle inquiries by phone, email, and chat, following scripts, and upsell products where appropriate. This full-time role includes paid training in Kulpsville with a hybrid work environment after the training period.

Responsibilities include building customer relationships, documenting interactions, meeting qualitative and quantitative targets, and ensuring regulatory compliance.

Qualifications

• HS diploma or GED required.
• 2+ years in Retail Sales/Telemarketing with proven sales results.
• Experience in customer support or client service role preferred.

Responsibilities

• Answer customer calls to learn about and address needs, complaints, or issues with products or services.
• Follow call center scripts when handling topics.
• Upsell additional products/services when appropriate.
• Build sustainable relationships and go the extra mile to satisfy customers.
• Document all conversations in call center database and meet targets.

Skills

MS Office Suite

Salesforce

Phone/Call handling

Active listening

Customer service

Time management

Education

High School Diploma

Tools

ABA Banking Basics

SSR Suite

Job description

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status.

Univest Financial Corp

Customer Care Center Representative

US-PA-Kulpsville

Job ID: 7019

Type: Full Time

# of Openings: 1

Category: Operations

Univest Financial Corporation

Overview

At Univest, we believe great service starts with real connection. Our Customer Care Professionals provide exceptional service by phone, email, and chat while building trusted relationships and helping customers find solutions that support their financial well-being. This full-time opportunity includes paid training in our Kulpsville, PA training center, with a hybrid work environment available after the 46 month training period, along with incentives, competitive pay, great benefits, and a supportive work environment.

Responsibilities

CUSTOMER CARE CENTER HOURS:

• Monday, Tuesday, Thursday, Friday: 10 am - 7pm
• Saturday: 9 am 3 pm (2-3 per month are required)

POSITION INCLUDES:

Develop knowledge and a comprehension of Univest Products and Services

Leverage bank promotions

Following call center "scripts" when handling different topics

Answer customer calls to learn about and address needs, complaints, or other issues with products or services. Actively listen, diffuse difficult situations, research every issue, and provide solutions.

Upsell additional products/services when appropriate.

Build sustainable relationships and engage customers by going "the extra mile"

Keep clear records of all conversations in call center database

Frequently attend educational seminars to improve knowledge and performance

Meet personal/team qualitative and quantitative targets

Replying to customer queries in a timely, efficient and accurate way, via phone, email, or chat

Follow up with customers to ensure their technical issues are resolved

Accountable for compliance with laws and regulations that apply to this position including the Univest Code of Conduct.

Perform other duties as assigned.

Qualifications

QUALIFICATIONS:

• High school diploma/GED or equivalency
• Previous experience with MS Office Suite, Salesforce, Xperience preferred
• 2+ Experience in Retail Sales or Telemarketing with proven sales results
• Strong written/verbal/organizational skills
• Attention to detail and ability to prioritize

• Energetic and engaging interpersonal communication skills
• 2+ years customer support experience or experience as a client service representative
• Strong phone contact handling and active listening skills
• Customer-oriented with the ability to adapt and respond to various customer scenarios
• Ability to multi-task, prioritize and manage time effectively

• Previous banking experience or completion of ABA Banking Basics suite
• Completion of training in SSR Suite
• Neat, professional appearance following established guidelines for appropriate dress
• NMLS registered or ability to obtain NMLS registration within 90 days of hire

Wage Range:

The salary for this position is $22/hr

Benefits Overview:

Univest offers a comprehensive benefits package that includes:

• Health Insurance: Medical, dental and vision coverage (single or family; begins the first of the month following start date)
• Retirement Plan: Participation in 401(k) plan with up to a 3% employer match after 6 months of employment
• Paid Time Off (PTO): 15 days annually (prorated your first year)
• Short Term Disability: 12 weeks of sick time with a doctors note after 6 months of service
• Holiday Time Off: 11 paid holidays
• We offer company paid life insurance: as well as other supplemental insurances
• Tuition reimbursement
• Employee Wellness programs: including fitness club discounts and fitness tracker discounts/ annual reimbursement
• Discounts: on loan products
• Professional development trainings

An Equal Opportunity Employer. Univest does not discriminate against any applicant for employment because of race, color, religion, religious creed, ancestry, national origin, age, sex, disability or protected veteran status.