Consumer Services Specialist (Remote)

📋 Description

• • Serve as a Consumer Services Specialist handling inbound customer calls to provide banking-related assistance, resolve issues, and cross-sell appropriate financial products.
• • Access and navigate multiple internal systems to retrieve and verify customer account information during interactions.
• • Deliver a high-quality customer experience by demonstrating clear, professional, and empathetic phone communication skills.
• • Maintain compliance with privacy regulations by authenticating customers before discussing sensitive account details.
• • Meet performance metrics including call quality, average talk time, and cross-sale success rate, with eligibility for monthly incentive pay.
• • Participate in ongoing training through classroom sessions, self-paced online modules, and departmental communications to stay current on products, policies, and procedures.
• • Successfully complete required assessments and training certifications to maintain job competency and regulatory compliance.
• • Work a flexible schedule including Monday through Friday, 7 a.m. to 8 p.m. Central Time, and Saturdays from 8 a.m. to 5 p.m. Central Time.
• • Perform additional duties as assigned to support team goals and operational needs.
• • Represent UMB Financial Corporation with integrity, professionalism, and a commitment to customer trust and satisfaction.
• • Collaborate with internal teams to ensure accurate and timely resolution of customer inquiries and service requests.
• • Adhere to all company policies, security protocols, and regulatory standards governing consumer banking services.
• • Contribute to a positive team environment by demonstrating reliability, accountability, and a customer-first mindset.
• • Utilize problem-solving skills to address complex customer concerns while maintaining compliance and service standards.
• • Stay informed about UMB’s product offerings, including checking accounts, debit cards, and credit card services, to provide accurate guidance.
• • Engage in continuous learning to improve service delivery and adapt to evolving customer needs and regulatory requirements.