Commercial Services Specialist

Customer Experience Associate

Deliver the unparalleled customer experience and build relationships through customer interactions to resolve issues. Provide service and support to our customers through multiple contact portals. This will require the ability to access multiple systems for appropriate products. Associate will learn and maintain skills through peer and on-the-job training. Must review and adhere to regular departmental communications/alerts. 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 small business and commercial clients. Associate will be part of a team atmosphere and expected to participate and interact with all members of their team, leadership, and other lines of business in an appropriate manner. 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 mainstream call center agents, branch representatives, and internal business partners to provide consultation, research, and solutions for complex inquiries, issues, and escalations related to commercial services. Provide proactive communication with clients and internal business partners regarding all components of client experience and set proper expectations. Research escalated issues and resolve or refer resolution to appropriate teams. Delivers exceptional customer service to customers and clients when identifying and resolving needs. Associates will be responsible for the following:

- Proficiency in the bankcard and DDA systems.

- Assist our customers over the phone regarding commercial issues.

- Achieve established service base metrics.

- Assist with healthcare and/or mainstream (DDA/BC) calls as available.

- Review daily and weekly reports.

- Other duties as assigned.

Knowledge and Skills

Minimum:

• Ability to interact with and manage multiple computer systems to access client information
• Basic understanding of privacy regulations and the need to authenticate customers prior to discussing account information.
• Demonstrated communication skills with pleasant phone and interaction skills
• Demonstrated communication skills with a focus on clarity and accuracy
• Demonstrates an ability to prioritize and troubleshoot issues
• Proficient in Windows based applications

Preferred:

• Experience with and knowledge of mainframe, FDR, Hogan, ClientLink, FIS, web-chat and internet applications
• Experience interacting with customers via the telephone
• Success working in a team environment

Requirements

Minimum:

• High school diploma or equivalent
• Proficient in the English language
• Two (2) years related customer service work

Preferred:

• College coursework
• One (1) year of proven performance as a consumer services specialist

Compensation Range

$29,530.00 - $56,950.00

The posted compensation range on this listing represents UMB's standard for this role, but the actual compensation may vary by geographic location, experience level, and other job-related factors. In addition, this range does not encompass the full earning potential for this role. Please see the description of benefits included with this job posting for additional information.

UMB offers competitive and varied benefits to eligible associates, such as paid time off; a 401(k) matching program; annual incentive pay; paid holidays; a comprehensive company sponsored benefit plan including medical, dental, vision, and other insurance coverage; health savings, flexible spending, and dependent care accounts; adoption assistance; an employee assistance program; fitness reimbursement; tuition reimbursement; an associate wellbeing program; an associate emergency fund; and various associate banking benefits. Benefit offerings and eligibility requirements vary.

UMB and its affiliates are committed to inclusion and diversity and provide employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including gender, pregnancy, sexual orientation, and gender identity), national origin, age, disability, military service, veteran status, genetic information, or any other status protected by applicable federal, state, or local law. If you need accommodation for any part of the employment process because of a disability, please send an e-mail to talentacquisition@umb.com to let us know the nature of your request.

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