MUFG Union Bank Customer Care Liaison (Analyst) - Bank Operations Support in Monterey Park, California

About Mitsubishi UFJ Financial Group (MUFG)

Join a financial group that’s as committed to your future as you are. At MUFG, we share a vision for our future, we share our successes, and we strive to bring out the best in each other in everything we do.

Our 14,000 diverse colleagues are connected by a common ambition to create change for the better—from forging more dynamic career paths, to driving progress in our communities, to continuously reshaping the standards of global financial services. Positive impact starts here; see the change you can make as we strive to become the world’s most trusted financial group.


Reporting to the Customer Care Manager within the Customer Services Division, the Customer Care Liaison II is a member of the Customer Advocate Team, a bank-wide escalation tier prior to reaching the Office of the President.

• Responsible for resolving bank-wide client concerns received through Customer Advocate Team phone line. Using thorough research and interviewing skills, assists in bringing a prompt resolution to client concerns by coordinating with various bank departments

• Seek Customer Care Manager's approval prior to recommending and/or providing resolutions outside of designated authority

• Responsible for handling all incoming email complaints (Survey Alerts and Contact Us).

/Main Responsibilities Include:/

/Receive client concerns, which may originate from any business line or delivery channel (telephone, e-mail, correspondence, etc.)/

• Thoroughly investigates the concern through interview with the client and Bank employees, review relative documentation, research account activity and transactions, and collect related situational data

• Identify appropriate resources, assess risks, and regulatory compliance issues in order to administer negotiation and resolution to complaints

• Prior to relaying final resolution to client, obtain Customer Care Manager's approval

• Provide a response to client via verbal or written communication, all within determined service level commitment time frames and quality expectations

• Documents escalated concerns in a database, providing thorough tracking of the incident and resolution. Attach related documentation to ensure compliance and audit fulfillment

• Defer sensitive issues to Customer Care Manager and/or senior Customer Care staff for resolution

/Act as bank-wide resource, providing guidance, support, service coaching, conflict resolution in handling complex and/or particularly difficult concerns/

• Collaborates with bank officers from other business units for successful, amicable and, beneficial resolutions

• Defer sensitive issues to Customer Care Manager and/or senior Customer Care staff for resolution

• Work with Customer Care Manager and/or senior Customer Care staff to ensure procedures, guidelines, workflows, and/or communications are pursued while resolving complaints, and taking proactive steps to implement change initiatives when needed

• Determine problem root-cause for management analysis

• Assist in identifying customer service coaching and training opportunities

/Proactively recognize processes in need of improvement, updates, or changes within departmental procedures, and provide recommendation to Customer Manager for consideration


• Provide regular status updates to reporting Manager, including obstacles or issues that prevent resolution that could impede the satisfaction of the customer

• Assists in expanding the customer advocate service recovery process to new units or offices with customer contact as well as offices acquired via bank acquisitions

• Performs other duties as assigned

• Requires a minimum of 3 years experience of the following: demonstrated business experience and knowledge; customer service within a call center or banking center environment

• Advanced knowledge and understanding of banking deposit account products and services as well as Bank policy, guidelines, and disclosures

• Requires the ability to make sound decisions, demonstrating resourcefulness for innovative solutions in problem solving

• Exceptional verbal and written communication skills. Superior listening skills

• Highly productive in time sensitive environment

• Demonstrates organizational skills

• Ability to develop and establish an excellent rapport with subject matter experts and business unit

• Operates with the highest degree of integrity, professionalism, and ability to keep confidences

• Functional, technical, and operational organization skills required, including the ability to develop strong alliances at all levels within the organization

• Advanced computer skills utilizing applicable PC software to include Microsoft Office, Excel, PowerPoint, and various Bank applications; including, AmDocs, Rumba, Web-Ammo, MPower, etc.

Why Work for MUFG?

• We are a financially strong and stable bank.

• We value workplace diversity.

• We are committed to the training and development of our employees.

• We offer a matching 401k, a Retirement Plan, a variety of Flexible Health Benefits.


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.


Job: *Customer Service

Title: Customer Care Liaison (Analyst) - Bank Operations Support

Location: CALIFORNIA-Monterey Park

Requisition ID: 10009157-WD