Customer Care Center Representative

Customer Care Professional

At Univest, we believe great service starts with real connection. Our Customer Care Professionals provide exceptional service by phone, email, and chat while building trusted relationships and helping customers find solutions that support their financial well-being. This full-time opportunity includes paid training in our Kulpsville, PA training center, with a hybrid work environment available after the 46 month training period, along with incentives, competitive pay, great benefits, and a supportive work environment. Interested in learning more? Apply today.

Responsibilities

BRANCH HOURS (some locations may vary):

• Monday, Tuesday, Thursday, Friday: 10 am - 7pm
• Saturday: 9 am 3 pm (2-3 per month are required)

POSITION INCLUDES:

• Develop knowledge and a comprehension of Univest Products and Services
• Leverage bank promotions
• Following call center "scripts" when handling different topics
• Answer customer calls to learn about and address needs, complaints, or other issues with products or services. Actively listen, diffuse difficult situations, research every issue, and provide solutions.
• Upsell additional products/services when appropriate.
• Build sustainable relationships and engage customers by going "the extra mile"
• Keep clear records of all conversations in call center database
• Frequently attend educational seminars to improve knowledge and performance
• Meet personal/team qualitative and quantitative targets
• Replying to customer queries in a timely, efficient and accurate way, via phone, email, or chat
• Follow up with customers to ensure their technical issues are resolved
• Accountable for compliance with laws and regulations that apply to this position including the Univest Code of Conduct.
• Perform other duties as assigned.

Qualifications

QUALIFICATIONS:

• High school diploma/GED or equivalency
• Previous experience with MS Office Suite, Salesforce, Xperience preferred
• 2+ Experience in Retail Sales or Telemarketing with proven sales results
• Strong written/verbal/organizational skills
• Attention to detail and ability to prioritize
• Energetic and engaging interpersonal communication skills
• 2+ years customer support experience or experience as a client service representative
• Strong phone contact handling and active listening skills
• Customer - oriented with the ability to adapt and respond to various customer scenarios
• Ability to multi-task, prioritize and manage time effectively
• Previous banking experience or completion of ABA Banking Basics suite
• Completion of training in SSR Suite
• Neat, professional appearance following established guidelines for appropriate dress
• NMLS registered or ability to obtain NMLS registration within 90 days of hire

Wage Range:

The salary for this position is $22/hr

Benefits Overview:

• Health Insurance: Medical, dental and vision coverage (single or family; begins the first of the month following start date)
• Retirement Plan: Participation in 401(k) plan with up to a 3% employer match after 6 months of employment
• Paid Time Off (PTO): 15 days annually (prorated your first year)
• Short Term Disability: 12 weeks of sick time with a doctors note after 6 months of service
• Holiday Time Off: 11 paid holidays
• We offer company paid life insurance: as well as other supplemental insurances
• Tuition reimbursement
• Employee Wellness programs: including fitness club discounts and fitness tracker discounts/ annual reimbursement
• Discounts: on loan products
• Professional development trainings

An Equal Opportunity Employer. Univest does not discriminate against any applicant for employment because of race, color, religion, religious creed, ancestry, national origin, age, sex, disability or protected veteran status.