Call Center Representative

The Call Center Representativepositionis a key customer service role, the "voice" of UFB, one who provides friendly and efficient services to UFB customers. The incumbent will be responsible for managing and effectively answering customer service inquiries, resolving problems by researching and troubleshooting issues via telephone, internet, or written correspondence. This position will also support the operations department in other facets during downtime.
 

Essential Job Functions include, but are not limited to:
 

• Provide exceptional phone service, email, and web correspondence to customers by responding efficiently and accurately, explaining possible solutions, and ensuring that customers feel supported and valued.
• Refer and route customer calls to appropriate bank personnel, resources, and departments to meet their financial needs.
• Engaging in active listening with customers by confirming and/or clarifying information to gain a better understanding of their needs to offer answers and solutions. 
• Diffusing any elevated concern or issues that customers may have and escalating unresolved issues. 
• Seize opportunities to forward customers to branch staff when the opportunities to upsell products arise.
• Follow up customer calls when necessary.
• Document all call information according to standard operating procedures.
• Provide account information such as balances; check clearings, deposit postings, return checks, availability of funds, and statement information.
• Provide customer assistance/troubleshoot for Retail Online Banking, Mobile Banking, and Debit Cards. 
• Perform duties related to the Bank Secrecy Act under the guidance of the BSA Officer.

Skills and Abilities Required to Perform Essential Job Functions:

• Excellent interpersonal skills - always interacting professionally with callers, associates, executives & senior leaders. 
• Outstanding written and verbal communication abilities.
• Must demonstrate strong analytical and problem-solving attributes.
• Advanced organization and time management skills.
• Possess a high degree of integrity when dealing with sensitive information. 
• Ability to work under high pressure, within short deadlines, while making sound judgement decisions.
• Possess a high degree of integrity when dealing with sensitive information.
• Energetic team player. 

Education, Experience and Qualifications:

• High School Graduate or General Education Degree (GED) required.
• Banking experience preferred.
• 2-3 years of customer service experience required.
• 2-3 years of Call Center experience required.

Physical Requirements of Essential Job Functions:
 

The associate is frequently required to sit and/or stand, communicate, reach and manipulate objects, tools or controls that are typical of an office/bank environment. Lifting items weighting up to 10 pounds on a consistent basis. Manual dexterity and coordination are required over 80% of the work period while operating equipment such as computers, phones, calculators, etc.

Working Conditions:

• Typical office working environment.
• Typical desk job.
• Extended viewing of computer screens.
• Donning microphone headsets to manage customer calls.
• Periodic travel between locations may be required.
• Typically, 8:00am - 5:00pm CST, Monday - Friday. 
• Must be able to work over-time and Saturdays if needed.

The above statements are intended to describe the general nature and level of work performed by associates assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of the associate classified as such. Duties and responsibilities may be added or changed as deemed appropriate by management at any time therefore, they could differ from those outlined above.

United Fidelity Bank is proud to be an Equal Opportunity/Affirmative Action employer All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, status as a qualified individual with disability, sexual orientation, gender identity or any other characteristic protected by law.

Please note: UFB does not accept resumes from independent recruiters or external staffing agencies for any of our openings unless we have an agreement in place, signed by the VP of Human Resources.