The Consumer Operations Support Specialist provides support to Consumer associates and customers. They perform various centralized processes ensuring internal and external customers have a positive service experience that always exceeds their expectations. Some complex and detailed functions that the Consumer Operations Support Specialist may perform include, but are not limited to, reviewing fiduciary, business, and legal documentation presented by clients and prospects to provide guidance for consumer associates, processing money movements including large wire transfers, researching multiple systems and reports to determine state specific safe deposit box escheatment eligibility, internal DDA and general ledger balancing, evaluation and oversight of refunds and pay-over disposition change exceptions, evaluation and processing of requests for system access and authority, and evaluation of digital account applications to assess risk and resolve CIP/KYC questions when possible. The Consumer Operations Support Specialist may also support the professional fiduciary client onboarding process and continued client support. Functions may include, but not limited to, client telephone authentication, opening accounts, managing the execution of required bank forms and documents, ordering debit cards, completing credit card applications, enrolling clients in online banking, performing account maintenance, processing funds transfers, and acting as point of contact for client assistance. This role requires organization, attention to detail and accuracy as well as strong verbal and written communication skills.

Job duties will include:

• Accurate and timely completion of various centralized tasks.
• Centralized functions may include, but are not limited to, digital application support, safe deposit box oversight and processing, branch associate system access and authority management, high value wire transfer processing, business fiduciary and legal document review, internal DDA and GL reconciliation, evaluation and posting of fee refunds, overdraft disposition changes, and client support.
• Management of department email boxes.  
• Management of department phone line.
• Responding to complex customer service and operational requests, questions, and escalated issues from internal and external sources in a professional and timely manner.
• Ensuring adherence to corporate policy, operational standard, state/federal law, and regulations.
• Evaluating risk and the need for exception-based decisions.
• Demonstrating excellent attention to detail and accuracy while communicating clearly with coworkers, managers, business partners, and customers.
• Ensuring internal and external customers have a positive experience that always exceeds their expectations.
• Other duties as assigned.

Requirements

MINIMUM:

• Bachelor’s degree in a relevant field or combination of education and experience that provides an equivalent background.
• 3+ years of applicable experience in Financial Services Strong knowledge of bank services and operations.
• Excellent communication skills, both verbal and written

Knowledge & Skills

MINIMUM:

• Demonstrated motivational, interpersonal & organizational skills.
• Knowledge of UMB Consumer banking products, services, systems, and policies and procedures.
• UMB Operational and Compliance knowledge.
• Demonstrates ability to communicate clearly with coworkers, managers, business partners, and customers.
• Highly motivated self-starter with the ability to determine priorities, plan, organize, and follow through on tasks.
• Strong skills in Microsoft Products (Excel, Word & Access).

PREFERRED:

• Proven leadership ability
• Proven ability to manage change
• Proven process efficiency management
• Proven strong communication skills.
• Project management & execution

Target Competencies

• Achievement Orientation
• Customer Orientation
• Emotional Presence
• Impact and Influence
• Teamwork

Development Resources

• Written procedure and internal training
• Team/department meetings

• Branch training
• UMB online learning library

Potential Career Options:  Consumer Operations Team Lead; Consumer Operations Centralized Support Supervisor; Consumer Banking Support Supervisor

Supervision/Management:  NA

Compensation Range:

$44,790.00 - $86,510.00

The posted compensation range on this listing represents UMB’s standard for this role, but the actual compensation may vary by geographic location, experience level, and other job-related factors. In addition, this range does not encompass the full earning potential for this role. Please see the description of benefits included with this job posting for additional information

UMB offers competitive and varied benefits to eligible associates, such as Paid Time Off; a 401(k) matching program; annual incentive pay; paid holidays; a comprehensive company sponsored benefit plan including medical, dental, vision, and other insurance coverage; health savings, flexible spending, and dependent care accounts; adoption assistance; an employee assistance program; fitness reimbursement; tuition reimbursement; an associate wellbeing program; an associate emergency fund; and various associate banking benefits. Benefit offerings and eligibility requirements vary.

Are you ready to be part of something more?
You're more than a means to an end—a way to help us meet the bottom line. UMB isn't comprised of workers, but of people who care about their work, one another, and their community. Expect more than the status quo. At UMB, you can expect more heart. You'll be valued for exactly who you are and encouraged to support causes you care about. Expect more trust. We want you to do the right thing, no matter what. And, expect more opportunities. UMBers are known for having multiple careers here and having their voices heard.

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