Conversion Analyst - Loans

UFS LLC

7d•Hybrid

About The Position

UFS empowers community banks and our people to thrive – together. We are a growing company of passionate, talented and driven individuals who care deeply for one another and our customers. As part of a diverse and skilled Customer Support and Conversion team, you will be tasked with leading Integrated Teller conversions for our UFS community of banks. Additionally, you will answer conversion related questions via phone and e-mail about the Integrated Teller applications and functions, issue resolution and provide training as necessary. This position works under the leadership of the Customer Support Manager and in collaboration with other teammates across the company.

Requirements

Ability to learn and understand Fiserv Premier and Fiserv ancillary software, specifically Integrated Teller
Ability to learn and understand technical aspects of application installation and support
Ability to work in a team-oriented, collaborative environment
Excellent verbal and written communication skills
Ability to work without direct supervision
Ability to work effectively with deadline demands
Strong analytical, creative problem-solving and troubleshooting abilities
Enjoy working with computers and a variety of computer software applications
Ability to manage and prioritize multiple tasks and projects with accuracy and attention to detail
Value being empowered to take ownership and accountability for assigned responsibilities
Desire to continually improve and contribute to our Purpose of Empowering Community Banks and our People to Thrive – Together
Bachelor’s degree required or High School Diploma or general education degree (GED) with work experience equivalent
Five (5) years prior experience in bank/financial industry desired
Five (5) years prior experience in direct client support desired
Prior experience with Fiserv Premier Loan software desired

Responsibilities

Participates in bank conversion / merger / acquisition teams, delivering successful projects that produce high customer satisfaction scores
Provides support to UFS customers for questions, issues, incidents, problems related to Loans
Conducts customer training on Loan Applications as needed
Answer, evaluate and prioritize service requests received via phone, voicemail, email, etc. specifically related to Loan products and services
Accurately assess our customer’s requests using targeted and detailed questions to fully comprehend the need, leading to a satisfactory resolution
Log and track all requests using the UFS customer management tracking system, including documenting all actions taken to resolve requests
Document resolutions in a central location for knowledge sharing internally and with customers
Manage service request queue to ensure that customer communication is timely and meets established SLA’s
Analyze and evaluate service requests to identify trends and make recommendations
Works with third party vendors on behalf of UFS and our customers
Assists with implementation of new software releases as needed
Assists with major projects and strategic initiatives as assigned
Participate in training programs to continuously improve product knowledge and service skills
Other duties as assigned