Customer Experience Quality Analyst — Hybrid/Remote Banking

Union Bank & Trust; Lincoln (NE); Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

Hybrid work arrangement

Job summary

Union Bank & Trust in Lincoln, NE seeks a CST Customer Experience Quality Analyst to review customer interactions and tickets, monitor satisfaction across channels, and drive continuous process improvements for a superior customer experience.

The role emphasizes compliance, data analysis, and collaboration with CST leadership to identify opportunities for efficiency and risk reduction. Hybrid work from home is available after onboarding.

Qualifications

• At least 3 years Call Center experience.
• 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.

Responsibilities

• Review and analyze customer interactions and tickets across all CST channels.
• Monitor customer interactions and satisfaction results to identify trends and issues.
• Maintain and share reports on errors, system failures, and process changes with CST leadership.
• Follow up on CSAT results to understand and drive improvements in customer experience.
• Recommend process improvements focused on efficiency and customer experience.
• Handle complex service exceptions and assist other departments as needed.

Skills

Call Center experience

Customer Support Team experience

Leadership

Microsoft Office

Financial software

Tools

MS Office

Job description

Union Bank & Trust in Lincoln, NE seeks a CST Customer Experience Quality Analyst to review customer interactions and tickets, monitor satisfaction across channels, and drive continuous process improvements for a superior customer experience.

The role emphasizes compliance, data analysis, and collaboration with CST leadership to identify opportunities for efficiency and risk reduction. Hybrid work from home is available after onboarding.