Customer Care Agent l Retail Banking Group Lakewood, Washington **Description** **About Us:** Umpqua Bank is headquartered in the Pacific Northwest with 5,000+ employees and offers banking services to customers throughout the nation. It’s an especially exciting time to join our team as, following the recent merger with Columbia Bank, we have grown to become a leading western-based regional bank with more than $50B in assets under management and an unwavering commitment to our associates, our customers, and our communities. We create a great place to work by offering a special brand of relationship banking and by providing a culture where associates thrive. Associates who embody our core values fit in well here and we are eager to meet candidates who demonstrate behaviors that align with Trust, Ownership, Growth, Empathy, Teamwork, Heart, Enjoyment, and Relationships. **About the Role** : Involved. Innovative. Enthusiastic. These are just a few words that describe the Call Center Agent. As you can see, we're not your average bank and we are not looking for average people. + Answer calls and/or respond to emails. + Resolve customer problems such as: debit card issues, account overdrafts, electronic disputes, online/mobile banking issues and service charge questions. + Perform a variety of transactions on the customer's behalf such as: funds transfers, stop payments, debit card increases, address changes and check orders. + Suggest appropriate products and services to existing and prospective customers and cross-sell other bank services such as Visa Credit Cards. + Perform general tasks and complete routine assignments, receive assistance in the completion of more complex assignments. + Demonstrate compliance with all bank regulations that apply to your position and keep up to date on regulation changes. + Maintain working knowledge of our policies and procedures regarding the Bank Secrecy Act, Regulation CC, Regulation E, Bank Security and other regulations that apply to your position. **About You:** + Requires completion of high school, vocational training, or equivalent. + 1-2 years customer service experience required, call center environment preferred. + Intermediate reading, writing, and arithmetic skills. + Strong verbal communication skills. + Requires the ability to multi-task and work with over 25 software applications. + Requires intermediate computer skills, including MS Office and banking software. + Learns Bank's processes and procedures for a variety of bank operation functions and selling Bank products and services through on the job cross-training activities and formalized training classes. **Work Style:** Umpqua Bank offers a Flexible Workplace Program and this opportunity comes with the Full Office work style which is working in office from a designated company location five days weekly. **Our Benefits:** We offer a competitive total rewards package including base wages and comprehensive benefits. The pay range for this role is $18.00-$21.00, and the pay rate for the selected candidate is dependent upon a variety of non-discriminatory factors including, but not limited to, job-related knowledge, skills, and experience, education, and geographic location. The role may be eligible for performance-based incentive compensation and those details will be provided during the recruitment process. We offer eligible associates comprehensive healthcare coverage (medical, dental, and vision plans), a 401(k)-retirement savings plan with employer match for qualifying associate contributions, an employee assistance program, life insurance, disability insurance, tuition assistance, mental health resources, identity theft protection, legal support, auto and home insurance, pet insurance, access to an online discount marketplace, and paid vacation, sick days, volunteer days, and holidays. Benefit eligibility begins the first day of the month following the date of hire for associates who are regularly scheduled to work at least thirty hours weekly. **Our Commitment to Diversity:** Umpqua Bank is an equal opportunity and affirmative action employer committed to employing, engaging, and developing a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, age, sexual orientation, gender identity, gender expression, protected veteran status, disability, or any other applicable protected status or characteristics. If you require an accommodation to complete the application or interview(s), please let us know by email: [email protected] To Staffing and Recruiting Agencies: Our posted job opportunities are only intended for individuals seeking employment at Umpqua Bank. Umpqua Bank does not accept unsolicited resumes or applications from agencies and Umpqua Bank will not be responsible for any fees related to unsolicited resume submissions. Staffing and recruiting agencies are not authorized to submit profiles, applications, or resumes to this site or to any Umpqua Bank employee and any such submissions will be considered unsolicited unless requested directly by a member of the Talent Acquisition team.