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UMB Bank Commercial Services Specialist in Kansas City, Missouri

Be part of something more.

A majority of our time is spent “at work.” We believe that time most meaningful when it’s spent around people who care about you and who challenge you. We hire people who know how to make good decisions, because we won’t be constantly looking over your shoulder—you’ll be empowered to do what’s right for our customers. Most importantly, we’re a partner. We partner with our associates to help them thrive personally and professionally. We partner with our communities and the organizations that support them. And, we partner with our customers to create an experience they won’t find elsewhere.

Deliver the Unparalleled Customer Experience and build relationships through customer interactions to resolve issues. 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.

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.

Associates will be responsible for the following:

  • 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.

Knowledge and Skills:

Minimum:

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

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

  • Demonstrated communication skills with pleasant phone and interaction skills

  • Demonstrated communication skills with a focus on clarity and accuracy

  • Demonstrates an ability to prioritize and troubleshoot issues

  • Proficient in Windows based applications

Preferred:

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

  • Experience interacting with customers via the telephone

  • Success working in a team environment

Requirements:

Minimum:

  • High School Diploma or equivalent

  • Proficient in the English language

  • Two (2) Years related customer service work

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 talentacquisition@umb.com or call 816-860-7972 to let us know the nature of your request.

Who we are

We are more than a company. We are advisors, consultants, problem solvers, friends, community members, experts, and we are here to help you make the best of every moment with a financial foundation that can help you succeed.

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