Customer Service Specialist

United Community; Blairsville (GA); On-site; USD 25,000 - 27,000; Full time

Job summary

United Community Bank is seeking an on-site Customer Service Associate for its Customer Contact Center to handle inquiries via phone, chat, secure message, and email. You will focus on First Contact Resolution while managing risk and delivering high-quality service.

The role requires 1–3 years in banking or customer service, strong communication skills, and the ability to work evenings and weekends. Training and growth opportunities are provided.

Qualifications

• High school diploma or equivalent required; bachelor’s degree in a relevant field preferred
• 1-3 years banking, bank operations, retail or customer service experience required
• Experience with email, chat or other forms of electronic communication preferred
• Bilingual (Spanish) a plus
• Able to work evenings and Saturdays
• Proficient in Microsoft Office programs and standard office equipment
• Strong communication and problem-solving skills
• Ability to multi-task in a high-volume environment

Responsibilities

• Process requests such as check orders, stop payments, account maintenance, and check/statement processing
• Handle debit card maintenance tasks including limits increases, closures/reorders, and travel notices
• Support and resolve complex debit card issues
• Provide Online/Mobile Banking and Bill Pay assistance to customers
• Meet or exceed personal scorecard goals contributing to department goals
• Deliver exceptional customer service across channels (phone, chat, secure message, email)
• Represent United Community Bank as a trusted service partner
• Assist with training materials or mentoring teammates
• Cross-sell bank products/services aligned with customer needs
• Complete training and maintain knowledge of bank products and services
• Maintain attendance and collaboration to meet team objectives
• Perform other duties as assigned

Skills

Verbal communication

Written communication

Multitasking

Microsoft Office

Problem solving

Teamwork

Customer service excellence

Education

High school diploma or equivalent

Bachelor’s degree in a relevant field (preferred)

Tools

Microsoft Office

Job description

Overview

In compliance with established policies and procedures, this customer service position completes a wide variety of high quality customer service requests presented to our on‑site Customer Contact Center team through phone, chat, secure message and email. Tasks are similar to those performed in a branch office, with emphasis on First Contact Resolution, while managing risk for the bank and the customer, consistently delivering high-quality customer service.

Overview

In compliance with established policies and procedures, this customer service position completes a wide variety of high quality customer service requests presented to our on‑site Customer Contact Center team through phone, chat, secure message and email. Tasks are similar to those performed in a branch office, with emphasis on First Contact Resolution, while managing risk for the bank and the customer, consistently delivering high-quality customer service.

What You’ll Do

• Completes requests including but not limited to processing of check orders, stop payments, account maintenance, check and statement
• Debit card maintenance requests which includes but is not limited to; limit increases, card closures/reorders, travel notices, etc.
• Supports and or resolves complex debit card issues
• Online/Mobile Banking, and Bill Pay support/troubleshooting for both consumer and business customers
• Meets and or exceeds personal scorecard goals which contribute to the overall goals of the department
• Provides exceptional customer service bycreating a positive experience for each customer on all support channels
• Interacts with customers and co‑workers in a professional and caring way and represent United Community Bank as “The Bank that Service Built”
• May assist with mentoring teammates and creating and/or contributing to training resource material
• Supports customer channels, including but not limited to, email, chat, secure message, and email in addition to the telephone
• May include developing a ‘specialized’ support niche as a Subject Matter Expert in one or more areas of support
• May include actively seeking, referring and/or sales of bank product and services that align customer needs with UCB’s products and services
• Successfully completes all training as assigned by the Customer Contact Center and or UCB
• Maintains thorough knowledge of all bank products & services
• Keeps absences to a minimum understanding the interdependence each person has on the other to meet and or exceed team performance goals and objectives.
• Other duties as assigned

Requirements For Success

• High school diploma or equivalent required; Bachelor’s degree in a relevant field of work or an equivalent combination of education and work related experience preferred
• 1-3 years of banking, bank operations, retail or customer service experience required
• 1 – 3 years’ experience in one or more bank operations functions preferred
• 1 – 3 years’ experience in retail or commercial banking preferred
• Previous Contact Center experience in any professional work environment a plus
• Experience with email, chat or other forms of electronic communication preferred
• Bilingual and/or fluent in Spanish both verbal and written a plus
• Able to work a set or rotating schedule that may include evenings and Saturdays
• Proficient in Microsoft Office programs with ability to operate standard office equipment
• Possess excellent interpersonal and communication skills
• Has a passion for delivering superior customer service
• Deliver professional and welcoming telephone etiquette and skills; ability to maintain a friendly, cheerful and courteous demeanor throughout the work day
• Strong verbal and written communication skills
• Strong computer and technology skills
• Ability to thrive in a high call volume, fast paced work environment
• Skilled at handling and navigating customer complaints
• Ability to closely and accurately follow established processes and procedures
• Self-starter
• Team building and collaboration skills; ability to work well in a team environment
• Ability to multi-task
• Strong emphasis on details and accuracy or work
• Strong analytical and problem solving skills with demonstrated capacity for sound judgment
• Ability to make informed decisions quickly and execute those decisions with confidence; ability to troubleshoot issues and provide solutions
• Committed to achieving individual performance goals set forth by leadership to ensure that the team meets or exceeds its goals
• Successfully complete all Contact Center training programs including but not limited to BVS courses, periodic quizzes, etc.
• Participate in all required compliance training, including Bank Secrecy Act/anti-money laundering training, as well as internal and external training programs, online training, meetings, and seminars/conferences, etc.

Conditions of Employment

Must be able to pass a criminal background & credit check.

FLSA Status

Non-Exempt

SUPERVISORY RESPONSIBILITY

This position has no direct reports.

WORK ENVIRONMENT

Work location will be within the UCB footprint

POSITION TYPE

This is a full-time position that requires schedule flexibility to work evenings and weekends as needed.

TRAVEL

This position may require up to 25% travel.

Other

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Pay Range

USD $18.00 - USD $19.70 /Hr.