MUFG Union Bank, N.A., is part of Mitsubishi UFJ Financial Group (MUFG), the fifth largest financial group in the world.
Do you want your voice heard and your actions to count?
Discover your opportunity with Mitsubishi UFJ Financial Group (MUFG), the 5th largest financial group in the world. Across the globe, we’re 180,000 colleagues, striving to make a difference for every client, organization, and community we serve. We stand for our values, building long-term relationships, serving society, and fostering shared and sustainable growth for a better world.
With a vision to be the world’s most trusted financial group, it’s part of our culture to put people first, listen to new and diverse ideas and collaborate toward greater innovation, speed and agility. This means investing in talent, technologies, and tools that empower you to own your career.
Join MUFG, where being inspired is expected and making a meaningful impact is rewarded.
This is a hybrid position. There are flexible work from home options available. A member of our recruitment team will discuss the options with you in more detail.
Provide exceptional customer service to the bank’s top-tier client portfolio. Independently research, analyze and resolve a broad range of complex customer issues involving services, new accounts opening, legal review and products that support Private Banking. Provide a high level of responsiveness to internal and external customer inquiries by phone or e-mail. Follow up to ensure full resolution and satisfaction.
Analyze the request and make recommendation as to exposure and possible risk to the bank on legal review for new account opening. Requires strong critical thinking ability as work is performed without substantial direction.
Requires strong knowledge of the Bank’s Risk policies and procedures; recognizes and proactively addresses and manages risk. Ability to multitask, use sound judgment while exercising considerable latitude and initiative in problem solving to meet customer service needs.
• Provide outstanding customer service to clients, banking offices, account management, sales representatives and merchants.
• Manage risk to the bank when reviewing legal documents
•Responsible for meeting PBCS Quality Assurance scores and guidelines
• Develop rapport and establish key relationships with critical business units. Make independent decisions regarding customer requests weighing impact based on risk and drawing on overall banking knowledge and experience.
• Proactively manage complex customer service needs.
•Use excellent technical and job knowledge as well as problem-solving and critical thinking skills to make sound decisions while balancing risk with opportunity.
•Use the highest level of expertise to quickly and effectively resolve banking office and client issues.
•Evaluate customer service issues identifying root causes and making recommendations based on thorough analysis.
•Maintain customer centric approach and effectively identify course of action to meet service level agreements with an emphasis on first call resolution.
•Develop creative win-win service solutions.
•Accountable for the servicing and operational customer experience across departments throughout the organization.
•Strong knowledge of banking systems and the organization to be able to implement customer service strategy independently.
•Demonstrate excellent service level awareness and quickly respond to issues that could impede customer service. Develop and document special handling procedures for new process
Assist with special projects and implementation of department initiative as appropriate.
•Train and coach new employees.
• Work closely with customer, Relationship Manager and Treasury Management Services to coordinate implementation of new customers for deposit and fee-based services.
•Discuss applicable delivery channel and service options with customer.
•Propose innovative ideas to enhance and simplify Private Wealth Process
•May travel to customer site to make servicing presentations or lead tours for clients at the Bank Facility.
•Prepare and manage to completion the opening of new accounts, the review of legal documentation, and identify/approve exceptions.
•Coordinate and review various types of legal documentation with clients and officers to avoid document deficiency.
•Assist in decision making on account type and setup.
•Conduct outbound calls to new clients after initial boarding to ensure quality service.
•Utilize Strong knowledge of simple and complex legal review documentation for business and personal accounts
•Knowledge on the available resources to confirm status of business accounts
•Process New account on boarding
•Provide guidance to internal partners and peers on Legal Review on account documentation and recommendations
•Follow up with clients for document deficiencies.
•Utilize a strong knowledge of Treasury and Cash Management products, wholesale operations, governing regulations and internal policies and procedures to professionally respond to customer inquiries.
•Independently manage all inquiries on any transaction or cash management service
•Provide technical assistance to internal clients to resolve complex inquiries, servicing requests and operational matters.
•Maintain records of repetitive service problems, resolutions and customer concerns and make recommendations for improving customer service levels.
•Identify and refer prospects and cross-sell opportunities to relationship manager for business development.
•May act as Supervisor in the Manager’s absence; perform other responsibilities as assigned.
•High School Diploma or GED Banking and regulatory experience (4+ years).
•Bank sales experience preferred. Call center experience (4+ years).
•Exceptional customer service and leadership skills.
•Model the highest degree of honesty, integrity, and reliability.
•Excellent interpersonal skills.
•Able to work effectively and efficiently in a fast-paced call center.
•Possess outstanding research and follow-up skills.
•Flexible to work various shifts to meet the needs of the business.
•Some travel is required.
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 on the basis of race, color, national origin, religion, gender expression, gender identity, sex, age, ancestry, marital status, protected veteran and military status, disability, medical condition, sexual orientation, genetic information, or any other status of an individual or that individual’s associates or relatives that is protected under applicable federal, state, or local law.
Some MUFG roles require that individuals be fully vaccinated against COVID-19, subject to exemptions for medical or religious reasons, as well as any other reason required by applicable law or order. Should you be selected for an interview, your recruiter will provide additional information.