Call Center Agent III

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About Us:

Umpqua Bank is a publicly traded financial holdings company, headquartered in the Pacific Northwest with 6,000+ employees, which offers banking services to customers throughout the nation. It's an especially exciting time to join our team as, following the recent merger with Columbia Bank, we have grown to become a leading western-based regional bank with more than $50B in assets under management and an unwavering commitment to our associates, our customers, and our communities.

We create a great place to work by offering a special brand of relationship banking and by providing a culture where associates thrive. Associates who embody our core values fit in well here and we are eager to meet candidates who demonstrate behaviors that align with Trust, Ownership, Growth, Empathy, Teamwork, Heart, Enjoyment, and Relationships

About the Role:

In this role you will deliver outstanding service to customers contacting Umpqua via phone, digital, or 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.

• 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.

About You:

• 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.

Work Style:

Umpqua Bank offers a Flexible Workplace Program and this opportunity comes with the Full Office work style which is working in office from a designated company location five days weekly.

Our Benefits:

We offer a competitive total rewards package including base wages and comprehensive benefits. The pay range for this role is $20.00-$24.00, and the pay rate for the selected candidate is dependent upon a variety of non-discriminatory factors including, but not limited to, job-related knowledge, skills, and experience, education, and geographic location. The role may be eligible for performance-based incentive compensation and those details will be provided during the recruitment process.

We offer eligible associates comprehensive healthcare coverage (medical, dental, and vision plans), a 401(k)-retirement savings plan with employer match for qualifying associate contributions, an employee assistance program, life insurance, disability insurance, tuition assistance, mental health resources, identity theft protection, legal support, auto and home insurance, pet insurance, access to an online discount marketplace, and paid vacation, sick days, volunteer days, and holidays. Benefit eligibility begins the first day of the month following the date of hire for associates who are regularly scheduled to work at least thirty hours weekly.

Our Commitment to Diversity:

Umpqua Bank is an equal opportunity and affirmative action employer committed to employing, engaging, and developing a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, age, sexual orientation, gender identity, gender expression, protected veteran status, disability, or any other applicable protected status or characteristics. If you require an accommodation to complete the application or interview(s), please let us know by email: View email address on us.edajobs.com

To Staffing and Recruiting Agencies:

Our posted job opportunities are only intended for individuals seeking employment at Umpqua Bank. Umpqua Bank does not accept unsolicited resumes or applications from agencies and Umpqua Bank will not be responsible for any fees related to unsolicited resume submissions. Staffing and recruiting agencies are not authorized to submit profiles, applications, or resumes to this site or to any Umpqua Bank employee and any such submissions will be considered unsolicited unless requested directly by a member of the Talent Acquisition team.