MUFG Union Bank Affluent Service Professional, Monterey Park, CA in Monterey Park, California
Discover your opportunity with Mitsubishi UFJ Financial Group (MUFG), the 5th largest financial group in the world (as ranked by S&P Global, April 2018) with total assets of over $2.9 trillion (106.2 (JPY) as of March 30, 2018) and 150,000 colleagues in more than 50 countries. In the U.S., we’re 13,000 strong, working together to positively impact every customer, organization, and community we serve. At Union Bank, we aim to be the premier and most-trusted West Coast bank, serving customers with high-touch, local delivery and global capabilities as we leverage our rich, 150-year history. This is all part of our inclusive, high-performing culture supported by competitive Total Rewards, including our cash balance pension plan. Join a team that’s working to fulfill its vision to be the world’s most trusted financial group.
Reporting to the CSD Supervisor or Manager the Affluent Service Professional is responsible for high quality telephone service to the Affluent market. Service requests include banking inquiries and transaction requests, online banking support and identify sales opportunities and refer to a qualified banker or licensed employee. As part of the Affluent Client Service team the Affluent Service Professional delivers a high level of service in a fast paced centralized environment to Relationship Managers and Office Associates, as well as high net worth clients. The Affluent Service Professional assists other Associates with complex requests distributes work to ensure all requests are acted on promptly and identifies problems and client service issues for root cause analysis and resolution. Handles escalated calls that require excellent problem resolution and service recovery skills. Responsible for reviewing and processing client maintenance requests with complete accuracy. May distribute work assignments monitor daily workflow set expectations and deadlines and provide input for other associate coaching.
Major Responsibilities: This is a senior level and is fully experienced on all aspects of the job. Acts as a subject matter expert on processes and procedures, and assists management in team huddles and training of staff.
Provide excellent service to the Affluent market - both internal business partners and external clients, primarily via telephone. Must speak clearly exhibit excellent customer service skills by actively listening expressing a genuine willingness to help controlling the conversation asking the right questions in order to identify the client's needs providing correct answers and completing the client's request efficiently to ensure issues are satisfactorily resolved within a single customer initiated interaction. Express desire to assist recognizes the client for their success and importance to the Bank and demonstrates strong banking knowledge during each interaction. Since many of the requests will arrive via email the Affluent Service Professional is required to review each communication completely to ensure all requests are understood and addressed. Email responses must follow guidelines including proper spelling and grammar accurate and complete information and a professional tone. Requires proficiency in handling all types of customer account and ATM maintenance requests; general and advanced Online Banking inquiries and troubleshooting; and claims including Online Banking setups, photocopy requests, stop payments, transaction transfers wire request etc. Responsible for following call quality and email guidelines in order to ensure a high level of client service. Requires demonstrated accuracy good follow up skills accountability and ownership of each client request. Ensure authentication and entitlement is established and all risk controls are followed. Responsible for knowing and conforming to all banking policy and applicable regulatory laws. Responsible for reviewing and edit drafted email responses composed by other agents for quality assurance and accuracy purposes. Document actions in case/interaction notes. Utilize service recovery skills in order to ensure client concerns are resolved timely and with empathy courtesy and to the client's satisfaction. Actively and identify sales opportunities and refer to a qualified banker or licensed employee to meet individual and team referral goals. Stay abreast of policies and practices by participating in training; huddles and reading job related communications. Consistently meet or exceed all departmental Key Performance Indicators (KPI's) and Core Competencies. Demonstrate expertise with all Online Banking (including PFM and IBB) Service Priority Private Escalation and sales skills. Conduct team huddles and training for team and individual development. Subject Matter Expert on the businesses processes and procedures for involved testing of system changes.
Affluent Office Telephone Service
Assist callers on behalf of Relationship Managers and Regional Directors. Utilizing specialized greeting assist the callers with a wide range of service and utilize calendar and business partner information to complete all requests during the single call. Understand and utilize bank documents and agreements to make decisions and analyze risk in order to accommodate client requests.
Assist other Associates with complex requests and /or escalated request from other areas. Distribute work from various sources including interoffice mail and Amdocs Queues. Monitor to ensure work is completed timely. Reviews work of other associates for accuracy and completeness. Identify problems that hinder client service and utilize service recovery skills to resolve client concern as well as work for a solution that addresses the root cause. Provide on the job training to other Associates. Perform other duties/special projects as required
Education, Licensure, Experience: High school diploma or GED equivalent and 3 years of customer service experience in a retail call center environment. Must have work experience with online banking setup, PC, web tools and general working knowledge of the Bank consumer/ business bank products, systems and banking regulation as it relates to customer service. Requires strong customer service skills combined with sales and organizational skills. The ability to recognize client needs and match them to appropriate bank products is a plus. Must meet all requirements of the Senior Affluent Service Associate level and successfully complete the Affluent Bank Associate Certification Program(s). Knowledge, Skills, Abilities: Requires excellent oral and written communication skills. Excellent communication skills, good attendance record, strong customer service aptitude Resourceful and sound problem solving and service recovery skills, flexible and proven team player, self motivated, able to work with minimal supervision.
The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities duties and skills required of personnel so classified.
We are proud to be an Equal Opportunity / Affirmative Action Employer and committed to leveraging the diverse backgrounds, perspectives, and experience of our workforce to create opportunities for our colleagues and our business. We do not discriminate in employment decisions on the basis of any protected category.
A conviction is not an absolute bar to employment. Factors such as the age of the offense, evidence of rehabilitation, seriousness of violation, and job relatedness are considered in all employment decisions. Additionally, it's the bank's policy to only inquire into a candidate's criminal history after an offer has been made. Federal law prohibits banks from employing individuals who have been convicted of, or received a pretrial diversion for, certain offenses.
Job: Customer Service
Primary Location: CALIFORNIA-Monterey Park
Schedule Full Time
Req ID: 10026677-WD