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Client Services Representative I

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  • Requisition # 10046790-WD
  • Job Type Day
  • Location Arlington, TEXAS
  • Brand
  • Date Posted 09/11/2021

Your potential. Your opportunity.

Are you passionate about creating an exceptional client experience?

Discover your opportunity with Union Bank®, a division of the Mitsubishi UFJ Financial Group (MUFG), the 5th largest financial group in the world. At Union Bank, we have our clients’ best interest in mind and draw on more than 160 years of experience to understand their distinct needs to tailor our solutions. We’re part of 180,000 colleagues around the globe striving to be the world’s most trusted financial group, knowing that trust starts with a culture of putting people first and empowering you to achieve your potential. Join Union Bank, where being inspired is expected and creating results is rewarded.

Some MUFG roles require that individuals be fully vaccinated against COVID-19, subject to medical and/or religious exemptions, if applicable. Should you be selected for an interview, your recruiter will provide additional information.

Job Summary:

The Client Services Representative role liaisons between MUFG and its current and potential customers and bankers, and will be responsible for personal loan sales. This position effectively manages multiple daily calls in a busy environment, while also completing a variety of daily administrative tasks. In addition to providing first rate member service, the Client Services Representative is accountable for meeting an established number of daily and monthly calls, as well as volume of loan booked. The successful candidate will be able to accept ownership for understanding customer needs, relating the personal loan product to those needs and effectively solving customer and banker loan inquiries, while also keeping customer satisfaction at the core of every decision and behavior. Rotational Saturdays and Sundays are required.

Major Responsibilities:

35% Inbound Calls and Application Acceptance

  • Responsible for answering all inbound phone inquiries from customers and prospects with the goal of converting each inbound request to a closed loan.
  • Uncover wants, needs and interests of each customer and prospect by clearly communicating through the application and credit decision process
  • Address the customers’ issues, provide support and position the appropriate loan opportunity to achieve their goal
  • Understand credit considerations to uncover any underlying risks or benefits from converting a prospect and propose potential opportunities for manual underwriting review
  • Receive calls from bankers with sales questions
  • Quickly and accurately complete loan applications over the phone
  • Achieve and consistently exceed weekly and monthly quota and closing percentages

30% Follow Up Client/Prospect Contact

  • Make outbound calls for those customers that need verification or judgmental underwriting based on system decisioning to influence them to submit documents and ensure conversion
  • Follow up with loan applicants that leave the application to walk them through the application process, address any concerns and convert them to a loan where appropriate.

20% Customer Satisfaction

  • Consistently achieve and exceed call quality score goals to meet client and customer satisfaction goals by answering inbound client calls timely, accurately, professionally and courteously.
  • Maintain required performance standards in quality, occupancy, attendance, promptness and identifying client needs.
  • Provide high quality service through efficient and effective client service with an emphasis on low client effort.

15% Risk and Compliance

  • Learn about products and services and describe/explain them to prospects.
  • Follow assigned scheduling guidelines to meet demand for business needs Adhere to role specific compliance rules and regulations (i.e. TCPA, Quality Assurance, Borrower Authentication and CIP procedures)
  • Stay informed as to current underwriting guidelines, maintain thorough documentation and confidentiality.
  • Complete training courses on time - become a guide in our product and service offerings and continue to expand your knowledge of the industry every single day

Qualifications

Qualifications:

  • High School Diploma, GED
  • One year or more years of experience in a high volume call center environment with a track record of meeting and/or exceeding goals
  • One year or more years of customer service experience
  • Demonstrate a strong working knowledge of all federal banking regulations and the Bank policies & procedures
  • Must have basic computer skills, excellent communication skills, and able to type 25 WPM
  • Excellent customer service skills
  • Strong analytical/problem- solving skills, attention to detail/accuracy, and flexibility in work assignments
  • Proficiency in computer skills and Microsoft Office products (Excel, Word, Outlook, Power Point).
  • Excellent organizational skills
  • Strong oral and business writing communications and interpersonal skills.
  • Ability to work well with others to overcome obstacles and problems in a changing environment
  • Seeking high energy individual that has the ability to engage customers over the phone
  • Time management skills and ability to priority your work flow effectively
  • Proven experience as telesales representative or other sales / customer service role
  • Ability to adapt in a constantly changing and exciting environment

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.

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