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Digital Communications Specialist - Spokane

Company: Umpqua Bank
Location: Spokane
Posted on: May 17, 2019

Job Description:

In this role, you will provide outstanding customer service to customers contacting the Bank via various online platforms to include Email, Chat, SMS or off-line forms by troubleshooting issues, providing information, and looking for opportunities to strengthen the customer relationship. You will perform specialty tasks and complete moderate to complex assignments freely within a set of parameters. Solid written communications skills and the ability to troubleshoot are a necessity for this role. Functions Protect account information by ensuring authentication steps are followed. Provide customer support for online banking products, deposit accounts and loans. Resolve customer and non-customer inquiries regarding general questions as well as account specific inquiries via written communication and phone calls when required. Complete maintenance to online profiles for customers and associates. Utilize system software to respond to online messages/emails to answer questions, provide banking services and resolve customer service issues. Requires the ability to multi-task and work with over 25 software applications. Troubleshoot access issues, mobile devices, browser issues related to online banking. Respond to social media post and application reviews. Suggest appropriate products and services to existing and prospective customers and cross-sells other bank products and services to fill customer needs. Demonstrates strong oral and written communication skills. Ability to multitask, prioritize workload, and work well with others. The ability to make decisions freely within a set of parameters. 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 Requires completion of high school, vocational training, or equivalent. 1-3 years of Bank customer service experience, good knowledge of Bank's products and services. Excellent verbal and written communication skills. Knowledge of operational procedures, practices and policies. Demonstrates the ability to sell Bank products and services. Able to mentor new associates through on the job training. Requires intermediate computer skills, including MS Office and banking software. Skill in basic troubleshooting: mobile devices, browsers, and other technology as it relates to online banking. Thorough understanding of products and services offered by bank. Advanced knowledge in specialty area. Excellent customer service skills and ability to work effectively with the public. Ability to be skilled in similar phone queues to handle inbound or outbound customer / queue needs Physical Requirements and Working Conditions Work involves: sitting walking lifting up to 25 pounds No travel. No relocation offered. 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. It's no wonder we've made "Fortune's 100 Best Companies to Work For" eight years in a row. But 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.

Keywords: Umpqua Bank, Spokane , Digital Communications Specialist - Spokane, Other , Spokane, Washington

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