Union Bank & Trust · 1 day ago
Bilingual CST Specialist
Lincoln, NE 68512, USA
Full-time
Hybrid
Entry Level
1+ years expUnion Bank & Trust is seeking a Bilingual Customer Support Specialist to educate and assist customers with account inquiries and product-related issues. The role involves solving problems, cross-selling products, and maintaining documentation while providing support through various communication channels.
Financial Services
Responsibilities
Educates and assist customers with account inquiries, product, and service-related issues over the phone, through online chat, email, online feedback, and Secure Message Center
Responsible for assisting customers in 4 phone queues including Customer Support, Debit Card, Credit Card and UBTgo as well as maintaining appropriate knowledge of products, fees and policies, promotions and technical support skills necessary for the assigned queue
Identify, educate and document Fraud/Compliance Issues and provide resolution to our customer and serve as a liaison to Compliance Department for additional follow-up and reporting
Participate in outbound projects to include online follow up and fraud alerts; additional outbound projects as needed
Document and maintain account maintenance requests efficiently and accurately
Demonstrates knowledge and proven technical skills to efficiently troubleshoot and resolve customer issues, in a timely manner
Acquire general knowledge of departments such as Deposit Services, Electronic Banking, Customer Service, Operations and Loan Collections for effective problem resolution
Acquire extensive understanding of Navigator, BPM, Client Central, Base 2000, Right Now, Director, UBTgo, Business Banking Online, Bill Pay, eQuest, FTNI, Visa Online, Verified by Visa, Centrix, Relius, Launch Compass (Zelle), Okta, Deluxe and ezCard
Evaluate risk based on account review and appropriate discovery with each caller to increase various banking limits up to your approved amount
Quickly assess probable fraudulent situations, both a caller who is attempting a form of fraud, or a situation our customer may be defrauded in, and educate accordingly. Collaborate with Financial Crimes workgroup regarding such scenarios
Educate and assist customers with inquiries regarding bank communication and Marketing promotions
Proactively build customer relationships to uncover account and lending needs
Proactively participate in ongoing trainings, coaching, and meetings to ensure continued growth
Assist UBT employees with their inquiries in all queues
Promote Union Bank’s customer service philosophy
Participates in ongoing product and sales training
Understand and adhere to all bank policies, laws and regulations applicable to their role. Complete compliance training; follow internal processes and controls as required
Report all compliance issues, violations of law or regulations in accordance with the steps defined in bank policies
Performs other job-related duties or special projects as assigned
Regular and reliable attendance is an essential function of this position
Qualification
Required
Prefer 1-3 years' experience in a Call Center or Customer Service position
Fluent in Spanish strongly preferred. (For Bilingual: Fluent in Spanish required)
Prior bank experience and/or knowledge of Union Bank's products, services preferred
Proficient in Microsoft Word, Excel and in working with other financial software
Preferred
Effective communicator
Positive and people focused
Organized and time efficient
Computer program and software problem solver
Deadline driven
Self-directed and takes initiative
Problem Solver
Company
Union Bank & Trust
Most banks offer similar services. It’s how those services are delivered and how the bank treats you as an individual that sets it apart.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Angie Muhleisen
President and CEO
Dave Dickson
President/CEO and Director of First Union Financial Corporation
Recent News
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