Hybrid CX Quality Analyst - Banking Support & Compliance

Union Bank & Trust Company; Lincoln (NE); Hybrid; USD 52.000 - 68.000; Vollzeit

Zusammenfassung

Union Bank & Trust Company in Lincoln, NE seeks a CST Customer Experience Quality Analyst to review customer interactions across phone, chat, email and other channels, ensuring quality service and accurate documentation.

You will monitor satisfaction results, partner with CST leadership, and propose improvements to drive a superior, consistent banking experience for customers.

Upon onboarding, this role offers a hybrid work-from-home arrangement under the bank's guidelines.

Qualifikationen

• At least 3 years Call Center experience is required.
• At least 2 years experience in the Customer Support Team as a Specialist or equivalent banking role.
• Demonstrated leadership in building a positive team environment.
• Strong knowledge of Union Bank's deposit products and services.
• Proficient in Microsoft Office and financial software.

Aufgaben

• Review customer interactions across phone, chat, email and other channels for quality and compliance.
• Maintain reports on errors and notify CST managers to drive improvements.
• Monitor CSAT results, investigate variances and communicate findings to leadership.
• Recommend process improvements to enhance efficiency and customer experience.
• Handle escalations and complex service exceptions as needed while supporting other departments.

Kenntnisse

Call Center experience

Customer Support Team experience

Leadership

Excellent communication

Banking knowledge

Tools

Microsoft Office

Financial software

Jobbeschreibung

Union Bank & Trust Company in Lincoln, NE seeks a CST Customer Experience Quality Analyst to review customer interactions across phone, chat, email and other channels, ensuring quality service and accurate documentation.

You will monitor satisfaction results, partner with CST leadership, and propose improvements to drive a superior, consistent banking experience for customers.

Upon onboarding, this role offers a hybrid work-from-home arrangement under the bank's guidelines.