CUSTOMER SERVICE RELATIONSHIP BANKER
UBank
Lufkin, TX 75901
Department: Retail
Reports to: Retail Market Lead
Status: Non Exempt Hourly
Supervisory Responsibilities: No
JOB SUMMARY
The Call Center / Customer Service Representative serves as the first point of contact for customers, providing exceptional service and support across multiple channels. This role is responsible for handling inquiries, resolving issues, and performing account-related tasks to ensure positive customer experience and operational efficiency.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Answer incoming customer calls and provide accurate, timely assistance.
- Manage compromised debit card reports: notify customers, close affected cards, and direct them to branches for replacements.
- Respond to secure mail inquiries and customer requests.
- Engage with customers via LinkLive (Communicator) chat platform.
- Process debit card limit raises and travel notices.
- Handle debit card swipe limit adjustments.
- Support BillPay services: stop payments, add account numbers, and troubleshoot issues.
- Assist with Zelle troubleshooting and account un-restriction.
- Build and maintain Business Online Banking (OLB) profiles: mobile deposit limit raises, password resets, user additions, account linking, and restrictions.
- Support Retail OLB: enrollment assistance, password resets, mobile deposit limit raises, and restrictions.
- Process checks and debit card orders.
- Manage disputes through FINBOA.
- Execute domestic and international wire transfers.
- Respond to fraud-related calls and update case tracker for flagged debit cards.
- Perform internal funds transfers.
- Process stop payments and Telebanker profile unlocks/PIN resets.
- Escalate Fiserv service desk tickets as needed.
- Respond to service desk tickets and customer email requests submitted via the website.
- Direct incoming faxes to appropriate departments.
QUALIFICATIONS
- Customer service experience in a banking, financial services, or related environment
- Strong verbal and written communication skills
- Ability to resolve customer issues professionally and efficiently
- Knowledge of deposit products, electronic banking, and payment services
- Strong attention to detail and accuracy
- Ability to maintain confidentiality and safeguard customer information
- Proficiency with Microsoft Office and banking software systems
- Ability to manage multiple tasks and priorities simultaneously
- Strong problem-solving and critical-thinking skills
- Ability to work effectively in a team-oriented environment
SUCCESS METRICS
- Maintains a customer satisfaction score that meets or exceeds established service standards.
- Responds to customer inquiries, secure mail requests, and service tickets within established turnaround times.
- Processes transactions, account maintenance requests, and service activities with a high degree of accuracy and minimal errors.
- Resolves customer issues on the first contact whenever possible, reducing repeat inquiries and escalations.
- Demonstrates proficiency across digital banking services, including Online Banking, BillPay, Zelle, debit card services, and wire transfers.
- Consistently meets productivity expectations for call volume, secure messages, chats, and service requests handled.
- Adheres to all bank policies, procedures, regulatory requirements, and fraud-prevention protocols with no significant compliance issues.
- Maintains strong teamwork and collaboration by supporting branch staff, operations teams, and customers while contributing to overall service goals.
EDUCATION REQUIREMENTS
High school diploma or GED required
CORE COMPETENCIES
- Active Listening
- Attention to Detail
- Communication Skills
- Compliance and Regulatory Awareness
- Customer Focus
- Dependability
- Problem Solving
- Service Excellence
- Systems Proficiency
- Time Management
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