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Job Description
In this role, you will provide outstanding customer service to individuals contacting the Bank, by phone or online, by resolving issues, providing information, and looking for opportunities to strengthen the customer relationship through suggesting Bank products and services. You will perform specialty tasks and complete moderate to complex assignments.
Functions
- Resolve customer problems such as: loan questions, debit card issues, account overdrafts, electronic disputes, online/mobile banking issues and service charge questions.
- Perform a variety of transactions on the customer’s behalf such as: funds transfers, stop payments, debit card increases, address changes and check orders.
- Provide customer support for online banking including: troubleshooting mobile devices and browser issues related to online banking. Provide customer support for loans, escrow analysis, and payment questions.
- Utilize system software to respond to online messages/emails to answer questions, provide banking services and resolve customer service issues. Demonstrates strong oral and written communication skills.
- Suggest appropriate products and services to existing and prospective customers and cross-sells other bank products and services.
- Moderate supervision with latitude for independent judgment.
- Demonstrate compliance with all bank regulations that apply to your position and keep up to date on regulation changes.
- Maintain working knowledge of our policies and procedures regarding the Bank Secrecy Act, Regulation CC, Regulation E, Bank Security and other regulations that apply to your position.
Qualifications
- Requires completion of high school, vocational training, or equivalent.
- 1-3 years of Bank customer service experience, good knowledge of Bank’s products and services.
- Excellent verbal and written communication skills.
- Knowledge of operational procedures, practices and policies.
- Demonstrates the ability to sell Bank products and services.
- Able to mentor new associates through on the job training.
- Requires the ability to multi-task and work with over 25 software applications.
- Requires intermediate computer skills, including MS Office and banking software.
- Skill in basic troubleshooting: mobile devices, browsers, and other technology as it relates to online banking.
- Thorough understanding of products and services offered by bank. Advanced knowledge in specialty area.
- Excellent customer service skills and ability to work effectively with the public.
Physical Requirements and Working Conditions
Work involves:
- sitting
- walking
- lifting up to 25 pounds
- No travel.
No relocation offered.
About Us
We do things a little differently here at Umpqua. Our retail stores serve as community hubs, our associates are given up to 40 hours of volunteer time each year, and we’re never satisfied with the status quo. It’s no wonder we’ve made “Fortune’s 100 Best Companies to Work For” eight years in a row. But greatness has no finish line, so we continue every day to keep people at the center of everything we do. We focus on building relationships, understanding our customers’ needs and connecting to people in new and innovative ways – always staying true to our mission of providing personalized banking for all people, whenever and however they prefer to bank.
Umpqua Bank is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, protected veteran status, or disability. We maintain a drug-free workplace and may perform pre-employment substance abuse testing.
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