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Customer Support Specialist
$41k-51k (estimate)
Full Time | Banking 2 Months Ago
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Union Bank & Trust Co. is Hiring a Customer Support Specialist Near Lincoln, NE

Position Summary: The Customer Support Specialist educates and assists customers with account inquiries as well as product and service-related issues; assistance is provided over the phone, through online chat, email and the Secure Message Center. Specialist solves problems, cross-sell products and services and completes applicable documentation.Hours: Full-Time (40 Hours), Monday – Thursday, 10:00 AM – 7:00 PM, (w/ Friday OFF), & Saturday 11:00 AM – 5:00 PMEssential Functions:

  • Educates and assist customers with account inquiries, product, and service-related issues over the phone, through online chat, email, online feedback, and Secure Message Center.
  • Responsible for assisting customers in 4 phone queues including Customer Support, Debit Card, Credit Card and UBTgo as well as maintaining appropriate knowledge of products, fees and policies, promotions and technical support skills necessary for the assigned queue.
  • Identify, educate and document Fraud/Compliance Issues and provide resolution to our customer and serve as a liaison to Compliance Department for additional follow-up and reporting.
  • Participate in outbound projects to include online follow up and fraud alerts; additional outbound projects as needed.
  • Document and maintain account maintenance requests efficiently and accurately.
  • Demonstrates knowledge and proven technical skills to efficiently troubleshoot and resolve customer issues, in a timely manner.
  • Acquire general knowledge of departments such as Deposit Services, Electronic Banking, Customer Service, Operations and Loan Collections for effective problem resolution.
  • Acquire extensive understanding of Navigator, BPM, Client Central, Base 2000, Right Now, Director, UBTgo, Business Banking Online, Bill Pay, eQuest, FTNI, Visa Online, Verified by Visa, Centrix, Relius, Launch Compass (Zelle), Okta, Deluxe and ezCard.
  • Evaluate risk based on account review and appropriate discovery with each caller to increase various banking limits up to your approved amount.
  • Quickly assess probable fraudulent situations, both a caller who is attempting a form of fraud, or a situation our customer may be defrauded in, and educate accordingly. Collaborate with Financial Crimes workgroup regarding such scenarios. 
  • Educate and assist customers with inquiries regarding bank communication and Marketing promotions.
  • Proactively build customer relationships to uncover account and lending needs.
  • Proactively participate in ongoing trainings, coaching, and meetings to ensure continued growth.
  • Assist UBT employees with their inquiries in all queues.
  • Promote Union Bank’s customer service philosophy.
  • Participates in ongoing product and sales training.
  • Understand and adhere to all bank policies, laws and regulations applicable to their role. Complete compliance training; follow internal processes and controls as required.
  • Report all compliance issues, violations of law or regulations in accordance with the steps defined in bank policies.
  • Performs other job-related duties or special projects as assigned.
  • Regular and reliable attendance is an essential function of this position.
Qualifications:
  • Prefer 1-3 years’ experience in a Call Center or Customer Service position.
  • Prior bank experience and/or knowledge of Union Bank’s products, services preferred.
  • Proficient in Microsoft Word, Excel and in working with other financial software.
Preferred Talents:
  • Effective communicator
  • Positive and people focused
  • Organized and time efficient
  • Computer program and software problem solver
  • Deadline driven

Working Environment:Sedentary work lifting – occasionally lifting and/or carrying up to 25 pounds. Indoor work-not exposed to outdoor elements or hazards.This role is eligible for hybrid work from home opportunity under the work from home guidelines upon completion of onboarding. 

PLEASE VIEW THE APPLICANT TERMS & CONDITIONS BEFORE PROCEEDING WITH YOUR APPLICATION.
 Equal Opportunity Employer Minorities/Women/Veterans/Disabled

Job Summary

JOB TYPE

Full Time

INDUSTRY

Banking

SALARY

$41k-51k (estimate)

POST DATE

01/25/2023

EXPIRATION DATE

02/22/2024

WEBSITE

ubt.com

HEADQUARTERS

LEAWOOD, KS

SIZE

500 - 1,000

FOUNDED

2005

CEO

CARLA SELMON

REVENUE

$200M - $500M

INDUSTRY

Banking

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About Union Bank & Trust Co.

Most banks offer similar services. Its how those services are delivered and how the bank treats you as an individual that sets it apart. Here are a few examples of what makes us different: Stability Nearly 50 years of family ownership has given Union Bank & Trust a consistent direction and long-term relationships with customers and employees. Half of our senior managers have been with the bank for 20+ years and 150 of our employees have worked here 10+ years. Relationships Knowing our customers is of utmost importance to us. This relationship-driven approach enhances our ability to provide the... best service and solutions for individuals, families and businesses. Flexibility Local ownership gives us the flexibility that national banking chains simply dont have. We enjoy creating solutions for customers that do not fit a cookie cutter approach. Nebraska Ownership Being family owned and operated means were more accessible. We do not have multiple layers of decision-makers spanning the midwest or the entire country. Timeliness Our size and streamlined organizational structure enable us to react quickly and provide timely answers to our customers. Community Involvement We all live and work here. We understand the role a financial institution should play in its community. Union Banks financial commitment to the community is substantial, and our employees give generously of their time and talent. More
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The job skills required for Customer Support Specialist include Customer Service, Call Center, Products and Services, Customer Support, Customer Relationship, Initiative, etc. Having related job skills and expertise will give you an advantage when applying to be a Customer Support Specialist. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Customer Support Specialist. Select any job title you are interested in and start to search job requirements.

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The following is the career advancement route for Customer Support Specialist positions, which can be used as a reference in future career path planning. As a Customer Support Specialist, it can be promoted into senior positions as a Customer Service Representative IV that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Customer Support Specialist. You can explore the career advancement for a Customer Support Specialist below and select your interested title to get hiring information.

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If you are interested in becoming a Customer Support Specialist, you need to understand the job requirements and the detailed related responsibilities. Of course, a good educational background and an applicable major will also help in job hunting. Below are some tips on how to become a Customer Support Specialist for your reference.

Step 1: Understand the job description and responsibilities of an Accountant.

Quotes from people on Customer Support Specialist job description and responsibilities

To enhance customer experience, they help customers complete purchases, upgrades/returns and frequently provide necessary technical assistance.

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They are also responsible for conducting surveys on the products or services and communicating customer feedback.

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A Customer Support Specialist will also replace products or process payment refunds as needed.

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They help customers with their queries and complaints.

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Listen to customer complaints and provide adequate solutions for their problem via phone or email.

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Step 2: Knowing the best tips for becoming an Accountant can help you explore the needs of the position and prepare for the job-related knowledge well ahead of time.

Career tips from people on Customer Support Specialist jobs

Communication skills come as pretty much as a given, concerning customer support.

02/15/2022: Troy, NY

Make Connections and Give Compliments.

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Ensure that customers understand the resolution and provide on-going education to customers.

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Compile and analyze customer requirements to give the best advice and resolve their query.

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Customer service experience- A thorough knowledge of how to delight customers through strong researching, problem solving and troubleshooting skills.

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Step 3: View the best colleges and universities for Customer Support Specialist.

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