Senior Customer Service Specialist - Escalations & Loans

BankUnited; Florida; On-site; USD 42,000 - 56,000; Full time

Job summary

BankUnited is seeking a Customer Service Representative III to process customer transactions and resolve inquiries with expertise. The role emphasizes delivering exceptional service, meeting SLA targets, and cross-selling suitable products across the bank’s lines.

Candidates should have 4–6 years in a call center environment, HS diploma, and a proven ability to manage multiple tasks efficiently, both by phone and email. Flexibility to work varied schedules is preferred.

Qualifications

• HS Diploma or equivalent required.
• 4-6 Years of Call Center experience.
• Sales experience preferred.

Responsibilities

• Process customer transactions and research and resolve customer inquiries.
• Serve as an escalation point for issues that may require additional research.
• Cross-sells products or refers to appropriate business line to meet customer needs.
• Maintain productivity and quality scores above minimum standards and meet SLA targets.
• Provide prompt, efficient service via phone and email while handling inquiries and complaints.

Skills

Customer service

Call center

Communication

Problem solving

Sales awareness

Education

HS Diploma or equivalent

Job description

• Hybrid Schedule (3 days in office / 2 remote) - Reporting to Miami Lakes, FL
  
  

• Hybrid Schedule (3 days in office / 2 remote) - Reporting to Miami Lakes, FL
  
  

The Client Care is open Monday-Friday from 8AM to 7PM (EST) and on Saturdays from 9AM-12PM (EST). Ideal candidate should be available to work any shift during these hours.

JOB SUMMARY: This position is responsible for processing customer transactions and researching and resolving customer inquiries with a high level of expertise. A Customer Service Representative III must also maintain productivity and quality scores that are well above minimum standards..

Essential Duties And Responsibilities

• Offers Service that makes a difference.
• Serves as an escalation point for customer contacts that may require additional research.
• Furnishes prompt, efficient and accurate service while servicing loans and/or consumer bank inquiries.
• Ensures that all clients receive an exceptional level of service by meeting and/or exceeding established guidelines and SLA's.
• Cross-sells products or refers to appropriate business line to ensure customer needs are met.
• Maintains positive relationships and rapport with internal and external customers.
• Demonstrates the ability to service all customers calling BankUnited
• Reviews customer emails and writes timely and professional responses to their questions or routes them to the appropriate departments.
• Monitors SLA's of all assigned task to ensure adherence.
• Assists with clerical tasks as well as fulfillment as needed.
• Must be able work flexible schedules to ensure suitable skill coverage when required by management.
• Able to perform a "One Call Resolution" and taking initiative in problem solving situations.
• Serves as a buddy banker as well as peer assisting.
• Consistently exhibits leadership aspirations.
• Provides prompt resolution to Business customers via telephone and/or e-mail to assist with a variety of customer inquiries and issues.
• Takes full ownership of any unresolved problems, until a proper handoff or resolution occurs.
• Develops collaborative partnerships with other business lines within the Bank.
• Maintains an understanding of all current financial products, policies, procedures, regulations and compliance guidelines and adheres to same.
• Handles customer queries, special requests and problem resolution.
• Handles complex calls and provide a timely resolution.
• Adheres to and complies with applicable, federal and state laws, regulations and guidance, including those related to anti-money laundering (i.e. Bank Secrecy Act, US PATRIOT Act, etc.).
• Adheres to Bank policies and procedures and completes required training.
• Identifies and reports suspicious activity.
  
  

Qualifications

Education

• HS Diploma or equivalent required
  
  

Experience

• 4-6 Years of Call Center or Customer Service experience required
• Retail Banking and Business Products preferred
• Sales experience preferred
  
  

Additional Information

• Candidates residing in locations within BankUnited's footprint may be given preference.