MUFG Union Bank Client Services Officer, Greater Los Angeles Area in Monterey Park, California
Discover your opportunity with Union Bank® and become a part of one of the world’s leading financial groups. Union Bank is a member of Mitsubishi UFJ Financial Group (MUFG), the 5th largest financial group in the world with total assets of over $2.4 trillion (as ranked by SNL Financial, April 2016) and 140,000 colleagues in nearly 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
Provide exceptional customer service to the bank’s top-tier client portfolio. Independently research, analyze and resolve a broad range of complex customer issues involving services and products that support various market segments. Provide a high level of responsiveness to internal and external customer inquiries by phone, e-mail, or in person. Follow up to ensure full resolution and satisfaction. Analyze data and make recommendation as to exposure and possible risk to the bank on new accounts, wire transfers, overdraft conditions, and uncollected funds usage. Requires strong critical thinking ability as work is performed without substantial direction. Requires strong knowledge of the Bank’s Risk policies and procedures; recognizes and proactively addresses and manages risk. Ability to use sound judgment while exercising considerable latitude and initiative in
problem solving to meet customer service needs.
Responsibilities include handling Reg D Outreach. You are also expected to handle Ole Transfers requests for all regions. Task includes working the Service Charge Waiver Report as well as the Inactive Report. You are also responsible for notifying the Private Bank offices regarding the 14
Day Block & Reissue.
Major responsibilities include:
Provide excellent service to the Affluent market - bothinternal business partners primarily via telephone and email.
Review each communication completely to ensure allrequests are understood and addressed.
Demonstrate strong banking knowledge and utilize riskmanagement controls during each interaction.
Handle all types of customer service request includingbalance, stop account and ATM maintenance requests, general Online Bankinginquiries/ troubleshooting and claims, photocopy requests, stop payments,transaction transfers, wire request, special instructions, etc. Responsiblefor following call and email quality guidelines in order to ensure a highlevel of client service.
Demonstrate accuracy, excellent follow up skills,accountability and ownership of each client request.
Document actions in case/interaction notes.
Utilize service recovery skills in order to ensureconcerns are resolved timely and that the root cause is addressed to avoidrepeat occurrences.
Responsible for staying abreast of policies andpractices by participating in training; huddles, and reading job relatedcommunications. Consistently meet individual and team performancestandards for attendance, timeliness, quality, efficiency, and scheduleadherence. Establish and maintain excellent working relationships withassigned office staff.
Further the reputation of Affluent Client Service witheach interaction.
Responsible for providing Personal Office Associatetask to assigned Private Bank Office may act in a primary/ or backuprole.
Assist callers on behalf of Relationship Managers andRegional Directors.
High School Diploma or GED Banking and regulatoryexperience (4 years)
Bank sales experience preferred; Call center experience(4 years)
Exceptional customer service and leadership skills;Model the highest degree of honesty, integrity, and reliability; Excellentinterpersonal skills
Able to work effectively and efficiently in a fastpaced call center
Possess outstanding research and follow-up skills
Flexible to work various shifts to meet the needs ofthe business
Some travel is required
Strong computer systems aptitude; including a strongknowledge of Microsoft applications (Word, Excel, Power point)
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.