Universal Account Expert - Loan Support Specialist

Company: Umpqua Bank
Location: Spokane
Posted on: June 10, 2021

Job Description:

In this role you will deliver outstanding service to customers contacting Umpqua via phone, digital, or Go-To contact channels. You will assist customer with reporting fraud, filing disputes, resolving issues, providing information, and looking for opportunities to strengthen the customer relationship through suggesting Umpqua products and services.

Functions

• Respond to inbound calls regarding fraud and electronic disputes, complete fraud incident reports, and dispute forms, clear fraud alerts on cards, and other more complex card issues. Ensure all accounts are noted and protected against additional fraud, restricting accounts, Online Banking, and cards when needed.
• Complete debit card limit increases over the phone, using DocuSign per department policy to ensure the protection and security of the account.
• Resolve customer problems such as debit card issues, account overdrafts, online/mobile banking issues, and service charge questions.
• Perform a variety of transactions and maintenance on the customer's behalf such as funds transfers, stop payments, debit card increases, address changes and check orders.
• Suggest appropriate products and services to existing customers and cross-sells other bank services such as Visa Credit Cards.
• May be asked to coach, mentor, or train others and teach coursework as subject matter expert.
• Provide customer support for online banking including password/security question resets, bill pay questions, user login requests, funds transfers, browser issues and download questions.
• Demonstrate compliance with all bank regulations that apply to your position and keep up to date on regulation changes.
• Maintain working knowledge of our policies and procedures regarding the Bank Secrecy Act, Regulation CC, Regulation E, Bank Security and other regulations that apply to your position.

Qualifications

• 1-3 years of bank customer service experience, and ability to sell banking products and services.
• Excellent customer service skills and ability to work effectively with the public.
• Computer skills including MS Office and banking software. Ability to multi-task and work with over 25 software applications.
• Ability to troubleshoot mobile devices, browsers, and other technology as it relates to online banking.
• High School Diploma, GED, Vocational Training, or equivalent.

Physical Requirements and Working Conditions

Work involves:

• Sitting
• Occasional walking
• Lifting to 50 pounds
• Office Environment
• Requires close visual acuity and the ability to conduct business over the phone for extended periods of time.

About Us

We do things a little differently here at Umpqua. Our retail stores serve as community hubs, our associates are given up to 40 hours of volunteer time each year, and we're never satisfied with the status quo. Greatness has no finish line, so we continue every day to keep people at the center of everything we do. We focus on building relationships, understanding our customers' needs and connecting to people in new and innovative ways -- always staying true to our mission of providing personalized banking for all people, whenever and however they prefer to bank.

Umpqua Bank is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, protected veteran status, or disability. We maintain a drug-free workplace and may perform pre-employment substance abuse testing.

Keywords: Umpqua Bank, Spokane , Universal Account Expert - Loan Support Specialist, Other , Spokane, Washington