Customer Care Team Lead II

Customer Service Associate

At Columbia, we create a great place to work by offering a unique brand of relationship banking and fostering a culture where associates thrive. We are dedicated to supporting our customers and communities, and we can only achieve this through the dedication of our associates.

We value Trust, Ownership, Growth, Empathy, Teamwork, Heart, Enjoyment, and Relationships, and we are eager to meet candidates who embody these core values. We are always on the lookout for results-focused individuals who can think independently, work collaboratively, and support our broader purpose.

Think of us as financial partners, because at Columbia, we believe the best way forward is together. Together for people. Together for business. Together for better.

Provides outstanding customer service to individuals contacting the Bank, by phone, through text, or online, by resolving issues, providing information, and looking for opportunities to strengthen the customer relationship through suggesting Bank products and services. Provides advanced support and coaching to other associates on the team.

Act as a resource for others on team.

Provide customer support for online banking including : password / security question resets, bill pay questions, user login requests, funds transfers, browser issues and download questions.

Utilize system software to respond to online messages / emails to answer questions, provide banking services and resolve customer service issues. Demonstrates strong oral and written communication skills.

Suggest appropriate products and services to existing and prospective customers and cross-sells other bank services such as Visa Credit Cards.

Provide back up support for other Customer Service Associate staff and Management.

Handle escalated calls from customers. Provide advanced support to associates in internal support.

Oversee floor operations to ensure service levels are maintained.

Provides coaching to other associates on the team. Performs call shadowing and observations for training and development.

Demonstrates compliance with all bank regulations for assigned job function and applies to designated job responsibilities knowledge may be gained through coursework and on-the-job training. Keeps up to date on regulation changes.

Follows all Bank policies and procedures, compliance regulations, and completes all required annual or job-specific training.

Maintain a working knowledge of Bank's written policies and procedures regarding Bank Secrecy Act, Regulation CC, Regulation E, Bank Security and other regulations as applicable to this job description.

May be asked to coach, mentor, or train others and teach coursework as subject matter expert.

Actively learns, demonstrates, and fosters the Columbia corporate culture in all actions and words.

Takes personal initiative and is a positive example for others to emulate.

Embraces our vision to become "Business Bank of Choice"

May perform other duties as assigned.

H.S. Diploma / GED. Required. Bachelor's Degree. Preferred. 7-10 years of Bank customer service experience. Required. Strong knowledge of Bank's products and services and excels in selling Bank products and services. Ability to take on additional side duties, multitask, and prioritize duties as customer needs escalate. Ability to mentor associates with job duties and motivate other associates to sell bank products. Requires specialized functional experience, strong oral and written communication skills and basic arithmetic skills. Knowledge of operational procedures, practices, and policies. Demonstrates full proficiency using Office and bank software and equipment, and the ability to multi-task and work between multiple software applications. Excellent customer service skills and ability to work effectively with the public. May provide leadership to the work group and cover evening and weekend shift in manager's absence. Ability to work fully onsite at posted location(s).

Irvine, CA

We offer a competitive total rewards package including base wages and comprehensive benefits. The pay range for this role is $23.00 - $30.00, 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.

Columbia 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.