Customer Service Specialist

United Community Banks Inc.; Northern (KY); Hybrid; USD 25,000 - 26,000; Full time

Job summary

United Community Banks Inc. is seeking a customer service associate for our on-site Customer Contact Center in Kentucky. The role focuses on high-quality service across phone, chat, secure message, and email, with emphasis on First Contact Resolution and risk management.

The position requires 1–3 years in banking or related fields, strong communication skills, and the ability to work in a fast-paced environment. Evening and weekend shifts may be required.

Qualifications

• High school diploma or equivalent; Bachelor’s degree preferred.
• 1–3 years in banking, bank operations, retail, or customer service.
• Experience with email, chat or other electronic communication preferred.
• Bilingual in Spanish a plus.

Responsibilities

• Process requests including check orders, stop payments, and account maintenance.
• Handle debit card maintenance tasks and related issues.
• Support online and mobile banking and Bill Pay inquiries.
• Provide exceptional customer service across channels and maintain First Contact Resolution.
• Mentor teammates and contribute training materials as needed.
• Work on a set or rotating schedule including evenings and Saturdays.

Skills

Customer service

Communication

Teamwork

Multitasking

Education

High school diploma

Bachelor’s degree 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.

What You’ll Do

• Completesrequests 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 $19.50 /Hr.