Customer Service Representative

5 days ago


Roseburg, Oregon, United States Umpqua Bank Full time
About the Role

In this position, you will be responsible for delivering exceptional customer service to clients contacting Umpqua Bank via various channels. Your primary goal will be to assist customers with their inquiries, resolve issues, and provide information about Umpqua Bank's products and services.

Key Responsibilities
  • Respond to customer inquiries regarding fraud and electronic disputes, complete incident reports, and dispute forms, and clear fraud alerts on cards.
  • 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, including funds transfers, stop payments, debit card increases, address changes, and check orders.
  • Suggest appropriate products and services to existing customers and cross-sell other bank services, such as Visa Credit Cards.
  • May be asked to coach, mentor, or train others and teach coursework as a 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 stay up-to-date on regulation changes.
  • Maintain a 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.
Requirements
  • 1-3 years of bank customer service experience and the ability to sell banking products and services.
  • Excellent customer service skills and the ability to work effectively with the public.
  • Computer skills, including MS Office and banking software, with the 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.


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