Customer Care Specialist

UMB Bank

. Deliver an unparalleled customer experience and build relationships through customer interactions to resolve issues .

Posted 9/17/2026full-timeRemote • Alabama • United StatesJuniorMid-Level💰 $38,916 - $57,244 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer service within the loan sector, effectively resolving complex inquiries and issues while maintaining compliance with banking regulations. Proficient in utilizing multiple systems and contact portals to deliver exceptional service and support.

Highest-signal resume keywords

Loan Customer Service ExperienceKnowledge of Banking ProductsProficient in Mainframe and TSYS/TCSStrong Communication SkillsUnderstanding of Privacy Regulations

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Loan ProcessingFinance Charge CalculationDebit Card Application ApprovalDispute ResolutionCustomer Authentication

Soft Skills

Problem-SolvingTeam CollaborationCustomer Relationship Management

Tools & Technologies

AcesysHoganFISPower Image

Industry Keywords

Consumer LoansRegulation EPatriot ActCheck 21Fraud Policies

About the role

Key responsibilities & impact

Deliver an unparalleled customer experience and build relationships through customer interactions to resolve issues
Serve as subject matter expert and point of contact for call center agents, branch representatives, Private Wealth advisors, Program Administrators, and internal Business Partners
Provide consultation, research, and solutions for complex consumer-loan inquiries, issues, and escalations
Provide service and support through multiple contact portals and access multiple systems for appropriate products
Review and adhere to departmental communications and alerts
Participate and interact within the team, with leadership, and with other lines of business
Review processes and procedures to determine efficiency and recommend changes
Maintain awareness of current business objectives, product offerings, regulatory and legislative changes, and technology changes
Communicate proactively with clients and internal business partners, set expectations, research escalated issues, and resolve or refer them
Deliver exceptional customer service for UMB consumer and small business, mutual funds, private wealth, and consumer loans
Receive inbound calls from employees, clients, customers, and third-party contacts
Approve debit card applications in Acesys
Complete email requests, reports, logs, debit work cases, rapid reports, and demographic reports
Process non-fraud disputes and temporary credits
Complete loan payoff requests according to bank policy
Calculate finance charges and perform demographic updates
Perform other duties as assigned

Requirements

What you’ll need

Associate degree or equivalent work experience
2 years of experience in Loan Customer Service
Ability to work Monday–Friday, 10:30am–7pm CT
Knowledge of basic banking products including checking, loans, debit and accounts
Knowledge of Mainframe, TSYS/TCS, Hogan, FIS, and Power Image
Knowledge of policies and regulations including Disputes, Fraud, Patriot Act, Check 21, and Regulation E
Ability to work escalated matters appropriately and professionally to a resolution
Experience interacting with customers via multiple contact portals
Strong written and verbal communication skills with management and Lines of Business partners
Ability to interact with and manage multiple computer systems to access client information
Understanding of privacy regulations and customer authentication requirements before discussing account information
Ability to learn and pass assessments/training certificates

Benefits

Comp & perks

Paid Time Off
401(k) matching program
Annual incentive pay
Paid holidays
Medical, dental, vision, and other insurance coverage
Health savings, flexible spending, and dependent care accounts
Adoption assistance
Employee assistance program
Fitness reimbursement
Tuition reimbursement
Associate wellbeing program
Associate emergency fund
Associate banking benefits