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Customer Service Banker
Customer Service Banker / Call Center
UBANK
Location: Lufkin - On Site
Reports to: Retail Market Lead
Summary
The Customer Service Banker (Call Center / Customer Service Representative) serves as the front-line support for customers, delivering exceptional service across phone, chat, and secure messaging channels. This role handles inquiries, resolves issues, and completes account-related requests to ensure a positive customer experience and maintain operational efficiency.
Key Responsibilities
Customer Support & Communication
- Answer incoming customer calls and provide accurate, timely assistance.
- Respond to secure mail inquiries and customer requests.
- Engage with customers through the LinkLive (Communicator) chat platform.
- Address service desk tickets and customer email requests submitted via the website.
- Direct incoming faxes to the appropriate departments.
Debit Card & Fraud Support
- Manage compromised debit card reports, notify customers, close affected cards, and guide customers to branches for replacements.
- Process debit card limit raises, travel notices, and swipe limit adjustments.
- Respond to fraud-related calls and update the case tracker for flagged debit cards.
- Manage disputes through FINBOA.
Online & Mobile Banking Support
- Build and maintain Business Online Banking (OLB) profiles, including:
- Mobile deposit limit raises
- Password resets
- User additions
- Account linking and restrictions
- Support Retail OLB, including enrollment assistance, password resets, and restrictions.
Financial Transactions & Operations
- Execute domestic and international wire transfers.
- Support BillPay functions, including stop payments, account number additions, and troubleshooting.
- Process internal funds transfers.
- Complete stop payments and Telebanker profile unlocks/PIN resets.
- Process checks and debit card orders.
- Escalate Fiserv service desk tickets as needed.
Payments & Digital Services
- Assist with Zelle troubleshooting and un-restricting accounts.
Preferred Skills & Experience
- Knowledge of financial products and services.
- Experience working in all three Retail Banking levels or prior operations experience.
- Familiarity with LinkLive, Fiserv, and online banking systems.
- Bilingual abilities are a plus.
Education & Qualifications
- High school diploma or equivalent required.
- Minimum of 1-year continuous banking experience.
- Customer service or banking certification(s) desirable.
Core Competencies
- Customer Focus: Delivers friendly, accurate, and timely assistance across multiple channels.
- Communication Skills: Clear written and verbal communication with customers and internal teams.
- Problem-Solving: Identifies issues quickly and provides effective resolutions.
- Technical Proficiency: Comfortable using digital tools, financial platforms, and call center systems.
- Attention to Detail: Ensures accuracy when processing transactions and updating customer records.
- Time Management: Handles multiple tasks efficiently in a fast-paced environment.
- Team Collaboration: Works well with cross-functional teams and branches to support customer needs.
- Adaptability: Adjusts to changing procedures, technologies, and customer requests.
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