MUFG Union Bank Client Delivery Technical Support, Officer/Analyst in Monterey Park, California

Discover your opportunity with Mitsubishi UFJ Financial Group (MUFG), the 5th largest financial group in the world with total assets of over $2.4 trillion (as ranked by SNL Financial, April 2016) and 140,000 colleagues in nearly 50 countries. In the U.S., we’re 13,000 strong, working together to positively impact every customer, organization, and community we serve. We achieve this by delivering on our values, putting people first, fostering long-term relationships built on honesty and mutual understanding, and inspiring the best in each other. This is all part of our inclusive, high-performing culture supported by Total Rewards that include our cash balance pension plan. Join a team that’s working to fulfill its vision to be the world’s most trusted financial group.

Job Summary:

Reporting to the Transaction Banking Technical Support Manager, the employee will handle inbound/outbound service calls and Secure emails to assist Transaction Banking’s Financial Center customers with product questions and online system troubleshooting; client assistance with Self-Administration of products and services with follow through to ensure timely/accurate setup of online services. Support will require both proactive and reactive client engagement.

Major Responsibilities:

  • Support service calls to assist customers and Bank employees with product questions and online system troubleshooting; client assistance with Self-Administration of products and services with follow through to ensure timely/accurate setup of online services.

  • Function as subject matter expert on product capabilities and troubleshooting – for complex applications such as Remote Deposit Capture, ICL, Integrated Payables, EDI, Transmissions and BAI.

  • Ability to provide knowledge of products and supporting applications including but not limited to; Online Statements, Information Reporting, ACH, Remote Deposit Capture, etc. to assist clients and Bank employees.

  • Demonstrate leadership skills and ability to influence and inspire others

  • Follow department policy and procedures to meet established team's KPIs, metrics. Knowledge of Call Center performance measures – Service Levels, ASA, AHT, etc.

  • Escalate major issues, incidents, errors and risk violations to Client Delivery Managers and key business partners on timely bases

  • Capture customer interaction and feedback in bank tracking application

  • Demonstrate a commitment to, implement, and follow policies and procedures that support the Bank’s Risk Vision, including the Bank’s anti-money laundering (AML), Bank Secrecy Act (BSA), and other relevant operational, compliance and other risk management-related requirements as appropriate.

  • Ensure risk/compliance guidelines are followed at all times to ensure the security and protection of customers and the bank maintaining appropriate data integrity and confidentiality with regard to all customer files, customer information and business transactions.

  • Minimum 3 years applicable work experience in a Service role

  • Knowledge of Treasury Management products and services

  • Strong technical aptitude and analytical skills

  • Ability to work in a fast-paced environment with a focus on exceeding our client’s expectations

  • Must be a team player who fosters a collaborative working relationships across the organization

  • 4 year college degree preferred, or relevant experience

  • Excellent telephone manner and email etiquette

  • Familiarity with MUFG Union Bank organization is a plus

  • Effective time management and prioritizing skills are also needed.

  • Ability to take ownership of research requests and see them through to completion is required.

  • A passion to drive for results.

  • Must be able to work a flexible schedule

/The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities duties and skills required of personnel so classified.

We are proud to be an Equal Opportunity / Affirmative Action Employer and committed to leveraging the diverse backgrounds, perspectives, and experience of our workforce to create opportunities for our colleagues and our business. We do not discriminate in employment decisions on the basis of any protected category.

A conviction is not an absolute bar to employment. Factors such as the age of the offense, evidence of rehabilitation, seriousness of violation, and job relatedness are considered in all employment decisions. Additionally, it's the bank's policy to only inquire into a candidate's criminal history after an offer has been made. Federal law prohibits banks from employing individuals who have been convicted of, or received a pretrial diversion for, certain offenses./

Job: *Customer Service

Title: Client Delivery Technical Support, Officer/Analyst

Location: CALIFORNIA-Monterey Park

Requisition ID: 10020989-WD