Customer Care Specialist

UMB Financial Corporation; Northern (KY); Hybrid; USD 39,000 - 57,000; Full time

Benefits offered by this job

Paid Time Off

401(k) matching

Health insurance

Dental insurance

Vision insurance

Tuition reimbursement

Job summary

UMB Financial Corporation in Kentucky is seeking a Customer Care Specialist to deliver exceptional service across consumer loans and related products. You will be a subject matter expert, supporting Mainstream call center agents, branch staff, Private Wealth advisors, and internal partners to resolve complex inquiries.

You will manage multiple systems, maintain knowledge of regulatory changes, and communicate proactively to set client expectations.

Qualifications

• You have an associate degree or equivalent work experience.
• You have 2 years experience in Loan Customer Service.
• Must be able to work M-F 10:30am-7pm CT.

Responsibilities

• Provide service and support to customers through multiple contact portals.
• Access multiple systems to handle products and requests.
• Review processes and identify improvements for efficiency.
• Act as SME and point of contact for complex inquiries and escalations.
• Provide proactive communication with clients and internal partners.

Skills

Communication skills

Customer service mindset

Multitasking

Adaptability

Education

Associate degree or equivalent work experience

Tools

Mainframe

TSYS/TCS

Hogan

FIS

Power Image

Job description

**The Customer Care Specialist** delivers *the* Unparalleled Customer Experience and build relationships through customer interactions to resolve issues. They serve as subject matter expert and point of contact for Mainstream call center agents, branch representatives, Private Wealth advisors, Program Administrators and internal Business Partners to provide consultation, research, and solutions for complex inquiries, issues, and escalations related to consumer loans. Performance will be measured based on Call Quality, Attendance, Adherence to Schedule, and Compliance/Errors. Associate must demonstrate professionalism in all internal and external interactions including all Mutual Funds, Private Wealth, and Consumer Loans clients and customers.**How you will spend your time:*** Provide service and support to our customers through multiple contact portals. This will require the ability to access multiple systems for appropriate products. Associate will learn and maintain skills through peer and on the job training.* Must review and adhere to regular departmental communications/alerts. Associate will be part of a team atmosphere and expected to participate and interact with all members of their team, leadership, and other Lines of Business in an appropriate manner.* Review all processes and procedures critically to determine efficiency and recommend changes as needed.* Maintain a high level of knowledge/awareness in current business objectives.* Stay current with all new product offerings/enhancements, regulatory/legislative changes, and changes in technology.* Act as subject matter expert and point of contact for Mainstream call center agents, branch representatives, Private Wealth advisors, Program Administrators and internal Business Partners to provide consultation, research, and solutions for complex inquiries, issues, and escalations related to consumer loans.* Provide proactive communication with clients and internal business partners (Branch, Private Wealth and IBIS) regarding all components of client experience and set proper expectations. Research escalated issues and resolve or refer resolution to appropriate teams.* Delivers exceptional customer service to customers and clients when identifying and resolving needs. Associate is responsible for UMB consumer and small business, mutual funds, private wealth, and consumer loans.*Mutual Fund duties include but are not limited to the following:** Receiving inbound calls form UMB employees, Clients, Customers, and 3rd Party contacts. Approving debit card applications in Acesys Completing email requests through the Mutual Fund and Debit email boxes Lost/Stolen (ST) report completion Mutual Funds request logs Debit Work cases Rapid Reports Demographics Reports Processes non Fraud disputes and temporary credits for Private Banking and Institutional Banking and Investor Services (IBIS)* Performs other duties as assigned*Loans duties include but are not limited to the following:** Receiving inbound calls form UMB employees, Clients, Customers, and 3rd Party contacts* Complete Loan Payoff requests for a variety of products according to bank policy* Calculating finance charges Demographic Updates* Performs other duties as assigned**We're excited to talk with you if:*** You have an associate degree or equivalent work experience* You have 2 Years experience in Loan Customer Service* Must be able to work M-F 10:30am-7pm CT* You have knowledge of basic banking products including checking, loans, debit and accounts Knowledge of Mainframe, TSYS/TCS, Hogan, FIS, and Power Image Knowledge of policies and regulations (i.e. Disputes, Fraud, Patriot Act, Check 21, Reg. E,)* You are able to work escalated matters appropriately and professionally to a resolution* You have experience interacting with customers via multiple contact portals* You demonstrate strong written and verbal communication skills with all levels of management and Lines of Business partners* You have the ability to interact with and manage multiple computer systems to access client information* You have an understanding of privacy regulations and the need to authenticate customers prior to discussing account information* You demonstrate the ability to learn and pass assessments/training certificatesThis position was posted on 09/16/2026. The application deadline for this position is 45 days from the posting date unless filled earlier. **Compensation Range:**$38,916 - $57,244 *The posted compensation range on this listing represents UMB’s good faith and reasonable estimate based on its budget and what it expects to be the starting pay for this role, but the actual compensation may vary by geographic location, experience level, and other job-related factors. Please see the description of benefits included with this job posting for additional information.*UMB offers competitive and varied benefits to eligible associates, such as Paid Time Off; a 401(k) matching program; annual incentive pay; paid holidays; a comprehensive company sponsored benefit plan including medical, dental, vision, and other insurance coverage; health savings, flexible spending, and dependent care accounts; adoption assistance; an employee assistance program; fitness reimbursement; tuition reimbursement; an associate wellbeing program; an associate emergency fund; and various associate banking benefits. Benefit offerings and eligibility requirements vary.