Commercial Services Specialist

Commercial Services Specialist

At UMB Bank in Phoenix, Arizona, United States, the Commercial Services Specialist will deliver the unparalleled customer experience and build relationships through customer interactions to resolve issues, as well as provide service and support to our customers through multiple contact portals. This will require the ability to access multiple systems for appropriate products. Associate will learn and maintain skills through peer and on-the-job training. Must review and adhere to regular departmental communications/alerts. Performance will be measured based on Call Quality, Attendance, Adherence to Schedule, and Compliance/Errors. Associate must demonstrate professionalism in all internal and external interactions including all Small Business and Commercial clients. Associate will be part of a team atmosphere and expected to participate and interact with all members of their team, leadership, and other Lines of Business in an appropriate manner.

How you will spend your time:

+ Review all processes and procedures critically to determine efficiency and recommend changes as needed. Maintain a high level of knowledge/awareness in current business objectives. Stay current with all new product offerings/enhancements, regulatory/legislative changes, and changes in technology. Act as subject matter expert and point of contact for Mainstream call center agents, branch representatives, and internal Business Partners to provide consultation, research, and solutions for complex inquiries, issues, and escalations related to Commercial Services.

+ Provide proactive communication with clients and internal business partners regarding all components of client experience and set proper expectations. Research escalated issues and resolve or refer resolution to appropriate teams. Delivers exceptional customer service to customers and clients when identifying and resolving needs.

+ Proficiency in the Bankcard and DDA systems.

+ Assist our customers over the phone regarding commercial issues.

+ Achieve established service base metrics.

+ Assist with Healthcare and/or Mainstream (DDA/BC) calls as available.

+ Review daily and weekly reports.

+ Other duties as assigned.

We are excited to talk to you if you have:

+ High School Education or equivalent.

+ Proficient in the English Language.

+ Two (2) years related customer service work experience.

+ Ability to interact with and manage multiple computer systems to access client information.

+ Demonstrated communication skills with pleasant phone and interaction skills.

+ Demonstrated written communication skills with a focus on clarity and accuracy.

+ Basic understanding of privacy regulations and the need to authenticate customers prior to discussing account information.

+ Proficient in Windows based applications.

+ Demonstrates an ability to prioritize and troubleshoot issues.

+ Knowledge of policies and regulations (i.e. Patriot Act, Check 21, Regulation E).

Bonus points if you have:

+ College coursework.

+ One (1) year of proven performance as a Consumer Services Specialist.

+ Experience with and knowledge of Mainframe, FDR, Hogan, ClientLink, FIS, Web-chat and Internet applications.

+ Success working in a team environment.

+ Experience interacting with customers via the telephone.

Compensation Range:

$38,916 $57,244

UMB offers competitive and varied benefits to eligible associates, such as Paid Time Off; a 401(k) matching program; annual incentive pay; paid holidays; a comprehensive company sponsored benefit plan including medical, dental, vision, and other insurance coverage; health savings, flexible spending, and dependent care accounts; adoption assistance; an employee assistance program; fitness reimbursement; tuition reimbursement; an associate wellbeing program; an associate emergency fund; and various associate banking benefits. Benefit offerings and eligibility requirements vary.

UMB and its affiliates are committed to inclusion and diversity and provide employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including gender, pregnancy, sexual orientation, and gender identity), national origin, age, disability, military service, veteran status, genetic information, or any other status protected by applicable federal, state, or local law. If you need accommodation for any part of the employment process because of a disability, please send an e-mail to View email address on click.appcast.io to let us know the nature of your request.