Customer Relations Specialist - UIF

General Job Summary

The Customer Relations Specialist (CRS) manages inbound calls, performs data entry, conducts customer follow-up, and transfers qualified leads to Financial Consultants (FCs). The CRS plays a key role in resolving customer issues and facilitating communication between customers and FCs. Excellent communication skills and a commitment to providing outstanding customer service are essential for the CRS.

Summary of Essential Job Functions

• Manages all customer interactions, including responding to incoming leads, addressing service inquiries, and ensuring efficient communication through various channels (phone, email, voicemail).
• Maintains a clean lobby and waiting area as required.
• Drives lead conversion by managing, assigning, and diligently tracking all incoming leads across various product channels within the Velocify lead management system, documenting all daily actions and progress.
• Proactively follows up with customers and prospects to gather comprehensive lead data, including integrating files from online point-of-sale (POS) systems into the loan origination system (LOS), and scheduling necessary follow-up communications.
• Provides essential backup administrative support, assisting with the coordination and execution of company events, training programs, and meetings.
• Maintains consistent communication with UIF customers, conducts post-closing surveys with both customers and real estate agents, makes welcome and thank-you calls, and provides valuable feedback to sales and management teams.
• Researches, identifies, and effectively resolves customer complaints, escalating complex or unresolved issues to supervisory personnel as appropriate.
• Monitors customer call trends, documenting key observations and promptly alerting the management team to any emerging patterns or concerns.
• Undertakes project-based assignments as needed and provides crucial backup support to the deposit support team, performing assigned tasks as required.
• Completes all mandatory training programs within established timelines and may be called upon to assist in organizing and delivering customer service best practices training sessions as directed by management.

Other Job Functions

• All other duties as assigned by management.

Education, Training and Work Experience

• High school diploma or equivalent work experience required. 
• 1-3 years of experience in a call center environment preferred.
• Knowledge of customer service practices & principles
• Excellent data entry & typing skills.
• Superior listening, verbal, and written communication skills
• Ability to speak Arabic, Bengali or Urdu fluently highly preferred. 

Knowledge, Skills, and Abilities

• Maintain & foster positive relationships with customers and business partners.
• Strong computer skills required such as Excel, Word, Adobe 
• Provide professional communication in both oral & written expression.
• Ability to handle stressful situations appropriately.
• Ability to prioritize.
• Ability to communicate effectively with internal and external contacts.
• Highly organized and detail oriented
• Ability to follow instructions.
• Religious, cultural, and ethnic sensitivity 
• Ability to work well with others.
• Ability to work under deadlines, work under pressure.

Working Environment

Primary working environment is within an indoor climate-controlled office space and/or a private home office or some combination which will be at management’s sole discretion. Employee may be subject to florescent lighting, dust, and other normal indoor allergens. Employee may work in close proximity of coworkers and occasionally independently in quiet environments.

Physical Requirements

• Able to lift up to 20 pounds.
• Extended periods of sitting (at computer desk)
• Complete repetitive tasks (including operation of computer mouse/keyboard/ phone systems)

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

University Bank is an Equal Opportunity / Affirmative Action Employer