Customer Service Specialist

Join our vibrant team as a Customer Service Representative in our on-site Customer Contact Center! In this role, you'll handle a variety of high-quality customer service requests via phone, chat, secure message, and email. You'll focus on First Contact Resolution while managing risk for both the bank and the customer, consistently delivering exceptional service.

About the Role
What You’ll Do: 

• Customer Requests: Process check orders, stop payments, account maintenance, and check and statement requests.
• Debit Card Support: Handle debit card maintenance requests, including limit increases, card closures/reorders, and travel notices.
• Issue Resolution: Support and resolve complex debit card issues.
• Online/Mobile Banking: Provide support and troubleshooting for both consumer and business customers.
• Scorecard Goals: Meet and exceed personal scorecard goals contributing to the department's overall goals.
• Exceptional Service: Create positive experiences for customers across all support channels.
• Professional Interaction: Interact with customers and co-workers professionally and represent United Community Bank as “The Bank that Service Built.”
• Mentoring: Assist with mentoring teammates and contribute to training resource material.
• Specialized Support: Develop a specialized support niche as a Subject Matter Expert in one or more areas.
• Sales Referrals: Actively seek, refer, and/or sell bank products and services that align with customer needs.
• Training: Successfully complete all assigned training programs.
• Product Knowledge: Maintain thorough knowledge of all bank products and services.
• Attendance: Minimize absences to ensure team performance goals are met.
• Other Duties: Perform other duties as assigned.

What We’re Looking For:
Experience: 

• 1-3 years of banking, bank operations, retail, or customer service experience required.
• 1-3 years of experience in one or more bank operations functions preferred.
• 1-3 years of experience in retail or commercial banking preferred.
• Previous Contact Center experience in any professional work environment is a plus.
• Experience with email, chat, or other forms of electronic communication preferred.
• Bilingual and/or fluent in Spanish both verbal and written is a plus.

Education: 

• High school diploma or equivalent required.

Required Skills: 

• Proficient in Microsoft Office programs and standard office equipment.
• Excellent interpersonal and communication skills.
• Passion for delivering superior customer service.
• Professional and welcoming telephone etiquette.
• 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 with team building and collaboration skills.
• Ability to multi-task with strong emphasis on details and accuracy.
• Strong analytical and problem-solving skills with sound judgment.
• Ability to make informed decisions quickly and troubleshoot issues.
• Commitment to achieving individual performance goals.
• Successful completion of all Contact Center training programs.
• Participation in all required compliance training.

Preferred Skills: 

• Bilingual and/or fluent in Spanish both verbal and written.

Working Environment and Physical Demands: 

• This is a full-time position that requires schedule flexibility to work evenings and weekends as needed.
  
  

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant based on race, color, sex, age, national origin, religion, sexual orientation, gender identity/expression, veteran status, disability, or any other protected class. Reasonable accommodations are available for individuals with disabilities.