United Bank

Customer Service Representative Senior

Job Locations US-WV-Charleston
Posted Date 3 weeks ago(2/5/2018 11:40 AM)
Job ID
# of Openings
UB Non-Retail


The Customer Service Representative, Sr. is responsible for providing professional assistance to customers in handling customer’s inquiries as well as acting in a lead capacity as needs arise.




•Answer incoming calls in a professional manner and representing the Bank with excellent customer service demeanor at all times.
•Assist customer inquiries and troubleshoot situations via telephone and respond to email customer inquiries
•Process stop payments upon client requests and per appropriate guidelines and procedures
•Assist junior staff with complex customer inquiries and paperwork
•Handle escalated calls from customers
•Provide customer assistance with Consumer Loan questions and connections of personal financial management software with the on-line banking product.
•Provide product and service knowledge expertise and/or assisting in resolving customer escalation
•Act as the Lead on the team on Saturdays in the absence of management
•Respond to service media “Contact Us” emails from website
•Train new employees on telephone and customer inquiries
•Perform other administrative support responsibilities as department needs arise



  • High School diploma or equivalent required
  • Minimum of three (3) years of prior experience working in a call center or with banking products and services offered required
  • Working knowledge of personal financial management software (e.g. Quicken) and loan accounting is required
  • Proficiency in Microsoft Office Products required
  • Ability to work flexible hours such as Saturday hours as scheduled
  • Ability to provide effective guidance and direction in absence of management
  • Strong experience utilizing email communication and online systems required
  • Excellent customer service and interpersonal skills required
  • Excellent verbal and written communication skills required
  • Ability to perform simple/complex mathematical calculations for problem resolution
  • Ability to work in a structured/scheduled work environment within a fast paced environment
  • Ability to work under limited daily supervision



  • Dependability, Attendance & Punctuality
  • Troubleshooting and resolution focused
  • Interpersonal Skills
  • Communications Skills
  • Professionalism


Essential Functions:

  • Sitting and speaking for extended periods of time.
  • Sufficient dexterity of hands and fingers to efficiently operate a computer keyboard, mouse, power tools, and other computer components and utilize telephone
  • Ability to converse and exchange information with all levels of staff within organization.Ability to observe, perceive, identify, and translate data


With over 175 years of experience, United Bank is one of the region’s premier banks with locations in West Virginia, Virginia, Washington, DC, Maryland, Ohio, and Pennsylvania. A subsidiary of United Bankshares, Inc., with dual headquarters in Washington, DC and Charleston, WV, we are a full service financial institution with over $19 billion in assets.
At United Bank, our people are our greatest asset. Our company is a perfect fit for hard-working, driven individuals as we provide a culture that is entrepreneurial, efficient, relationship-based and service-oriented. United is proud of our record of growth and our commitment to service - not only to our customers, but also to the communities in which we live and work.
United encourages our employees to become involved in the community and in professional activities, and we provide continued training and other support to help all employees achieve their full potential.


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