Customer Care Specialist I - Univest Financial Corporation

Univest Financial Corporation (UVSP), has approximately $7.9 billion in assets and $5.0 billion in assets under management and supervision (as of June 30, 2024). Headquartered in Souderton, Pa. and founded in 1876, the Corporation and its subsidiaries provide a full-range of financial solutions for individuals, businesses, municipalities and nonprofit organizations in the Mid-Atlantic Region. For nearly 150 years, Univest has stayed true to our philanthropic spirit and the strength of our Committed To Local giving program is one of the things that differentiates us. In 2023, Univest donated $2.4 million to our local nonprofits and our employees volunteered more than 13,100 hours.

At Univest we invest in the success of our employees and customers. We offer our employees the ability to be their authentic selves, while fostering a culture and an environment that inspires change and inclusivity. Seeking career-focused individuals, looking to bring passion and creativity to drive change. Our employees are encouraged to work collaboratively and embrace innovation to deploy needs based financial solutions in the communities we serve.

We're hiring a Customer Care Specialist I to join our Customer Care Center Team.

CUSTOMER CARE CENTER HOURS:

• Flexibility to work weekends, evening, select holidays, and off-business hours. Can be scheduled various shifts from 8 a.m.-10 p.m.

• Develop knowledge and understanding of Univest Products and Services
• Leverage bank promotions
• Following call center “scripts” when handling different topics
• Answer customer calls to learn about and address needs, complaints, or other issues with products or services. Actively listen, diffuse difficult situations, research every issue, and provide solutions. Upsell additional products/services when appropriate.
• Build sustainable relationships and engage customers by going “the extra mile”
• Keep clear records of all conversations in call center database
• Frequently attend educational seminars to improve knowledge and performance
• Meet personal/team qualitative and quantitative targets
• Responding to customer queries in a timely, efficient and accurate way, via phone, email, or chat
• Follow up with customers to ensure their technical issues are resolved
• Responsible for compliance with laws and regulations that apply to the position, including the Univest Code of Conduct
• Perform additional duties as required

• High school diploma/GED or equivalency
• Previous experience with MS Office Suite, Salesforce, Xperience preferred
• Experience in Retail Sales or Telemarketing with proven sales results
• Strong written/verbal/organizational skills
• Attention to detail and ability to prioritize
• Energetic and engaging interpersonal communication skills
• Customer support experience or experience as a client service representative
• Strong phone contact handling and active listening skills
• Customer-oriented with the ability to adapt and respond to various customer scenarios
• Ability to multi-task, prioritize and manage time effectively
• Previous banking experience preferred
• Neat, professional appearance following established guidelines for appropriate dress
• NMLS registered or ability to obtain NMLS registration within 90 days of hire

CUSTOMER CARE CENTER HOURS:

• Flexibility to work weekends, evening, select holidays, and off-business hours. Can be scheduled various shifts from 8 a.m.-10 p.m.

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An Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.