* Hybrid Schedule for residents in Miami-Dade and Broward County reporting to Miami Lakes, FL Office Location

* Will consider Fully Remote for candidates outside of South Florida (Miami-Dade/Broward County)

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

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties and special projects may be assigned.

* Offers Service that makes a difference!

* Serves as an escalation gate for customer contacts that may require additional research.

* Furnishes prompt, efficient and accurate service while servicing loans and/or consumer bank inquiries.

* Ensures that the company's customers receive an exceptional level of service by meeting or exceeding established guidelines and SLA's.

* Cross sells financial services and products.

* Maintains positive relationships and rapport with internal and external customers.

* Demonstrates the ability to service all customers calling the call center.

* 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.

* Assist with clerical tasks as needed.

* Work flexible schedules to ensure suitable skill coverage.

* May assist the call center fulfillment department as needed.

* May serve as a buddy banker.

* 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.

EDUCATION

HS Diploma or equivalent required And

EXPERIENCE

* 1-3 Years of Call Center experience required in retail banking products and/or residential loans preferred

KNOWLEDGE, SKILLS AND ABILITIES

* Computer knowledge and good interpersonal skills are important qualities for individuals considering applying for this position.

* Strong communication and problem solving skills are a must, particularly strong verbal communication and active listening skills.

* Because BankUnited's Customer Service Representatives communicate through e-mail, good typing, spelling, and written communication skills are necessary.