[Hiring] Customer Care Specialist @UMB Bank

Role Description

The Customer Care Specialist delivers the Unparalleled Customer Experience and builds relationships through customer interactions to resolve issues. They serve as subject matter expert and point of contact for Mainstream call center agents, branch representatives, Private Wealth advisors, Program Administrators, and internal Business Partners to provide consultation, research, and solutions for complex inquiries, issues, and escalations related to consumer loans. Performance will be measured based on Call Quality, Attendance, Adherence to Schedule, and Compliance/Errors. Associate must demonstrate professionalism in all internal and external interactions including all Mutual Funds, Private Wealth, and Consumer Loans clients and customers.

How you will spend your time:

• Provide service and support to customers through multiple contact portals.
• Access multiple systems for appropriate products.
• Learn and maintain skills through peer and on-the-job training.
• Review and adhere to regular departmental communications/alerts.
• Participate and interact with all members of the team, leadership, and other Lines of Business.
• Review all processes and procedures critically to determine efficiency and recommend changes as needed.
• Maintain a high level of knowledge/awareness in current business objectives.
• Stay current with all new product offerings/enhancements, regulatory/legislative changes, and changes in technology.
• Act as subject matter expert and point of contact for various stakeholders.
• Provide proactive communication with clients and internal business partners regarding all components of client experience.
• Research escalated issues and resolve or refer resolution to appropriate teams.
• Deliver exceptional customer service to customers and clients.

Mutual Fund duties include but are not limited to the following:

• Receiving inbound calls from UMB employees, Clients, Customers, and 3rd Party contacts.
• Approving debit card applications in Acesys.
• Completing email requests through the Mutual Fund and Debit email boxes.
• Lost/Stolen (ST) report completion.
• Mutual Funds request logs.
• Debit Work cases.
• Rapid Reports.
• Demographics Reports.
• Processes non-Fraud disputes and temporary credits for Private Banking and Institutional Banking and Investor Services (IBIS).

Loans duties include but are not limited to the following:

• Receiving inbound calls from UMB employees, Clients, Customers, and 3rd Party contacts.
• Completing Loan Payoff requests for a variety of products according to bank policy.
• Calculating finance charges.
• Demographic Updates.

Qualifications

• Associate degree or equivalent work experience.
• 2 Years experience in Loan Customer Service.
• Knowledge of basic banking products including checking, loans, debit, and accounts.
• Knowledge of Mainframe, TSYS/TCS, Hogan, FIS, and Power Image.
• Knowledge of policies and regulations (i.e. Disputes, Fraud, Patriot Act, Check 21, Reg. E).
• Strong written and verbal communication skills with all levels of management and Lines of Business partners.
• Ability to interact with and manage multiple computer systems to access client information.
• Understanding of privacy regulations and the need to authenticate customers prior to discussing account information.
• Ability to learn and pass assessments/training certificates.

Requirements

• Must be able to work M-F 10:30am-7pm CT.
• Able to work escalated matters appropriately and professionally to a resolution.
• Experience interacting with customers via multiple contact portals.

Benefits

• Paid Time Off.
• 401(k) matching program.
• Annual incentive pay.
• Paid holidays.
• Comprehensive company-sponsored benefit plan including medical, dental, vision, and other insurance coverage.
• Health savings, flexible spending, and dependent care accounts.
• Adoption assistance.
• Employee assistance program.
• Fitness reimbursement.
• Tuition reimbursement.
• Associate wellbeing program.
• Associate emergency fund.
• Various associate banking benefits.