Customer Care Center Representative

Univest; Towamencin Township (PA); On-site; USD 26,000 - 34,000; Full time

Benefits offered by this job

Health Insurance

401(k) plan

Paid Time Off

Short Term Disability

Holiday Time Off

Tuition reimbursement

Employee Wellness programs

Discounts on loan products

Professional development trainings

Job summary

Univest is hiring a Customer Care Professional to deliver exceptional service by phone, email and chat while building trusted relationships and helping customers find solutions for their financial well-being. The role is full-time with paid training at our Kulpsville, PA center and a hybrid work option after training, plus incentives and comprehensive benefits.

You will learn Univest products, follow established scripts, assist customers with inquiries, resolve issues, upsell where appropriate,

Qualifications

• High school diploma or GED (or equivalent).
• 2+ years in Retail Sales or Telemarketing with proven sales results.
• Proficiency with MS Office Suite; Salesforce experience; Xperience preferred.
• Strong written, verbal, and organizational skills.
• Attention to detail and ability to prioritize.
• Energetic, engaging interpersonal communication skills.
• 2+ years in customer support or client service roles.
• Strong phone handling and active listening skills.
• Customer-oriented with adaptability to various scenarios.
• Ability to multi-task and manage time effectively.
• Banking familiarity or ABA Banking Basics completion; SSR Suite training.

Responsibilities

• Answer calls to learn about and address needs, complaints, or other issues with products or services; resolve or escalate as needed.
• Follow call center scripts when handling topics.
• Upsell additional products/services when appropriate.
• Build sustainable relationships and go the extra mile to help customers.
• Maintain clear records of conversations in the call center database.
• Attend educational seminars to improve knowledge and performance.
• Meet personal and team qualitative and quantitative targets.
• Respond to customer inquiries via phone, email, or chat in a timely manner.
• Follow up to ensure technical issues are resolved.
• Ensure compliance with laws and Univest Code of Conduct.
• Perform other duties as assigned.

Skills

MS Office

Salesforce

Xperience

Retail sales

Telemarketing

Written communication

Organizational skills

Attention to detail

Customer support

Education

High school diploma/GED

Tools

NMLS (preferred)

Job description

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 4-6 month training period, along with incentives, competitive pay, great benefits, and a supportive work environment.

Responsibilities

• Monday, Tuesday, Thursday, Friday: 10 am - 7pm


• Saturday: 9 am - 3 pm (2-3 per month are required)


• 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

• 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

• 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 holidaysWe 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.