Job Abstract

This position is responsible for providing quality service via telephone, fax or email to internal or external bank customers in an efficient and professional manner. This position is also responsible for researching and resolving customer requests and performing general account maintenance.

Position Accountabilities

• Provide quality customer service by answering incoming calls regarding a wide range of questions and inquiries such as information on Checking/Savings account, Online Banking, New Accounts, processing check orders and Bankcard requests.
• Perform account maintenance and match appropriate products to customer’s needs.
• Proactively analyze callers’ needs.
• Use standard screens, scripts and procedures to handle callers’ needs effectively and when necessary go beyond these standard methods to resolve customer issues.
• Navigate a computerized system to address and resolve callers’ issues.
• Adhere to all applicable laws and regulations governing bank operations, including compliance with Atlantic Union Bankshares’ BSA/AML Policy and Procedures.
• Other duties as assigned.

Organizational Relationship

This position reports to a Customer Contact Center Supervisor.

Position Qualifications

Education & Experience

• High school diploma or equivalent
• Previous call center experience preferred

Knowledge & Skills

• Strong problem solving and decision-making abilities; able to think analytically
• Excellent customer service and telephone skills
• Well organized
• Able to handle multiple tasks
• Flexible, able to adapt to change
• Detail oriented and quality focused
• Excellent oral and written communication skills
• Able to work weekend hours on a rotating basis
• Shifts may vary for each position offering, depending on business need
• Proficient computer skills relevant to Outlook, Word, Excel, and PowerPoint
• Fluent Spanish language skills may be required as identified

Salary offered will be based on several factors including but not limited to education, work experience, certifications, etc. This position is also eligible to participate in either an applicable incentive compensation plan for the position or a discretionary profit-sharing bonus program. General information on our comprehensive benefits package can be found by visiting https://www.atlanticunionbank.com/about/careers/benefits.

We are proud to be an EEO/AA employer, Minority/Female/Disability/Veteran. We maintain a drug-free workplace.