Customer Care Specialist

This is a fully remote position, open to applicants in Alabama, +43 more states.

📋 Description

• Provide an exceptional customer experience and foster relationships through customer interactions to address issues.

• Act as a subject matter expert and primary contact for call center agents, branch representatives, Private Wealth advisors, Program Administrators, and internal Business Partners.

• Offer consultation, research, and solutions for intricate consumer-loan inquiries, issues, and escalations.

• Deliver service and support through various contact channels and access multiple systems to provide appropriate products.

• Review and comply with departmental communications and alerts.

• Engage and collaborate within the team, with leadership, and across other business lines.

• Analyze processes and procedures to assess efficiency and suggest improvements.

• Stay informed about current business objectives, product offerings, regulatory and legislative changes, and technological advancements.

• Communicate proactively with clients and internal business partners, establish expectations, investigate escalated issues, and resolve or refer them accordingly.

• Provide outstanding customer service for UMB consumer and small business, mutual funds, private wealth, and consumer loans.

• Handle inbound calls from employees, clients, customers, and third-party contacts.

• Approve debit card applications using Acesys.

• Process email requests, reports, logs, debit work cases, rapid reports, and demographic reports.

• Manage non-fraud disputes and temporary credits.

• Execute loan payoff requests in accordance with bank policy.

• Calculate finance charges and update demographic information.

• Perform additional duties as assigned.

⛳️ Requirements

• Associate degree or equivalent professional experience.

• Minimum of 2 years of experience in Loan Customer Service.

• Availability to work Monday–Friday, 10:30am–7pm CT.

• Understanding of basic banking products, including checking accounts, loans, debit cards, and accounts.

• Familiarity with Mainframe, TSYS/TCS, Hogan, FIS, and Power Image systems.

• Knowledge of policies and regulations related to Disputes, Fraud, Patriot Act, Check 21, and Regulation E.

• Ability to manage escalated matters professionally and reach resolutions.

• Experience in engaging with customers through various contact channels.

• Excellent written and verbal communication skills with management and Lines of Business partners.

• Proficient in interacting with and managing multiple computer systems to access client information.

• Understanding of privacy regulations and customer authentication requirements before discussing account details.

• Willingness to learn and successfully complete assessments/training certifications.

🏝️ Benefits

• Paid Time Off.

• 401(k) matching program.

• Annual incentive pay.

• Paid holidays.

• Medical, dental, vision, and other insurance coverage.

• Health savings, flexible spending, and dependent care accounts.

• Adoption assistance.

• Employee assistance program.

• Fitness reimbursement.

• Tuition reimbursement.

• Associate wellbeing program.

• Associate emergency fund.

• Associate banking benefits.