About this role
The Customer Service Center Specialist II (CSCS II) plays a critical role in supporting both consumer and business banking customers by delivering exceptional service across multiple channels. In addition to handling high volumes of inbound calls, this role requires advanced proficiency in navigating and assisting with all digital banking products, including online and mobile platforms. The CSCS II is skilled in resolving complex service requests, processing consumer loan applications, and identifying customer needs to recommend appropriate banking solutions. This position also contributes to the overall success of the Customer Service Center by meeting service and sales goals, supporting team development, and executing operational objectives in a fast-paced, dynamic environment.
Customer Service
- Maintaining a positive, professional, and courteous tone with customers.
- Maintains accurate and up to date knowledge of the banks products and services including Consumer and Business digital products.
- Provides exceptional customer service in accordance with the USB Customer Service Commitment Charter and responsible for assisting customers with requests according to USB policies, procedures, and regulations.
- Handle heavy phone volume responding to customer inquiries and assisting with basic and complex service requests related to consumer and business inquiries.
- Log call details and customer interactions in CRM system.
- Navigate various software programs.
- Identify and resolve issues within a One-Call Resolution.
- Respond to and document customer concerns in a timely manner. Escalate to supervisor or management when deemed appropriate.
- Respond to customer inquiries via chat/SMS, online banking messages and email.
- Meet individual customer satisfaction goals.
Sales
- Keep current on deposit/loan products, rates, fees, and marketing campaigns.
- Effectively utilize relationship building skills, assess customer needs, and crosssell the Banks products and services with confidence.
- Process new credit card applications and follow up on decision/activation status.
- Process new consumer loan applications.
- Meet individual sales goals.
Teambuilding & Training / Coaching
- Maintain a professional and courteous work environment.
- Maintain open lines of communication with peers, trainer, and management to help facilitate problem solving and/or suggested training.
- Contributes to the success of the Customer Service Center by supporting team members and helping to reach departmental goals.
- Collaborate on training and coaching of staff as directed by management.