Customer Care Agent

Description

At Umpqua, we create a great place to work by offering a unique brand of relationship banking and fostering a culture where associates thrive. We are dedicated to supporting our customers and communities, and we can only achieve this through the dedication of our associates.

We value Trust, Ownership, Growth, Empathy, Teamwork, Heart, Enjoyment, and Relationships, and we are eager to meet candidates who embody these core values. We are always on the lookout for results-focused individuals who can think independently, work collaboratively, and support our broader purpose.

Think of us as financial partners, because at Umpqua, we believe the best way forward is together. Together for people. Together for business. Together for better.

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, 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.

About You:

• High School Diploma, GED, Vocational Training, or equivalent.
• Less than 2 years of customer service experience within call center environment or equivalent. 
• 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 relates to online banking.

Job Location(s): Ability to work fully onsite at posted location(s).

5210 74th Street W Lakewood, Washington 98499

Our Benefits:

We offer a competitive total rewards package including base wages and comprehensive benefits. The pay range for this role is $18.00 to $21.00 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: [email protected].

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.