About Us:

Umpqua Bank is a publicly traded financial holdings company which offers banking, lending, and wealth management services to our personal, business, and commercial customers. Headquartered in Lake Oswego, Oregon with 4,000+ employees and operations across Oregon, Washington, California, Idaho, Arizona, Colorado, and Nevada. It's an especially exciting time to join our team as, upon the completion of the merger with Columbia Bank, we grow to become a leading western regional bank with more than $50B in assets under management and an unwavering commitment to our associates, our customers, and our communities.

About the Role:

In this role, you will provide leadership and support to associates in the Customer Resource Center whose primary focus is providing direct support to inbound customer contacts, through phone or written communication. You will be a member of the call center, ensuring objectives, and goals of teams and the call center department as a whole, are fulfilled. You'll be responsible for timely resolution of department, associate, and internal and external customer issues, in order to meet service-level standards. You will create and maintain exceptional customer experiences by providing problem-solving and analytical resources.

• Coordinate with leadership team to ensure proper floor leadership coverage at all times during all shifts.
• Direct focus on creating an exceptional customer experience and adhering to the organizational culture expectations.
• Assist a team of associates whose primary focus is providing direct support to inbound customer contacts through phone or written communication.
• Partner with other leads, supervisors, and/or managers within the department to ensure service levels are met and there is a consistent customer experience.
• Monitor calls for quality of information, soft skills, and accuracy. Act as a mentor for assigned associates to enhance and/or improve quality of service provided to customers.
• Identify areas requiring improvement and partner with supervisor/manager to implement necessary changes.
• Maintain knowledge of all company products and services.
• Responsible for handling escalated calls that cannot be resolved by customer service associates. Diffuse escalated situations.
• 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:

• High School Diploma or GED required.
• 1-3 years of equivalent or relevant work experience in banking and/or call center environment required.
• Proficient verbal, listening, speaking and writing communication skills with the ability to interact with people at all levels and model exemplary behaviors.
• Ability to Engage and motivate customer service associates in direct contact with customers.
• Extensive knowledge of department and bank written policies and procedures and supplemental support documents for up to date job knowledge, in addition to banking rules and regulations as appropriate.
• Possess ability to work independently in a team oriented environment. This includes functioning in a leadership role during shifts in absence of supervisors or managers.
• Experience in motivating and inspiring a group of employees to achieve and exceed defined performance goals, including referrals and sales of products/services.

Our Benefits:

We offer a competitive total rewards package including base wages and comprehensive benefits. The pay range for this role is $20.25 to $28.19, 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: careers@umpquabank.com

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.