Digital Customer Service Specialist

United Community Bank•Laurens, SC

7d•$32,146 - $45,185•Onsite

About The Position

Customer support for Business, Personal Online Account opening and Online Loans. Responsible for working/monitoring all incoming online loan and deposit accounts daily through the system consoles and the onboarding of the accounts thereafter. Reach out to all business loan customers to ensure the loan is an authentic request and collect beneficial ownership requirements.

Requirements

High School Diploma or equivalent required
Minimum 3 years in Customer Contact Center environment or financial industry experience preferred
Ability to analyze reports and report analytics to the Digital Branch Manager
Proficient in email, chat and other forms of electronic communication
Demonstrated ability to make informed decisions quickly and accurately while weighing risk for the bank
Extensive knowledge of bank products and services, procedures, and internal systems
Knowledge of account styling and required documents
Attention to detail, interpersonal skills and time management
Self-directed with excellent organizational skills, ability to perform without direct supervision
Ability to write and communicate processes and procedures
Demonstrates the company culture; continuous learner
Self-starter
Proficient follow-up and follow-through
Strong written and verbal communication skills
Ability to work a flexible, rotating schedule
Participate in all required compliance training, including Bank Secrecy Act/anti-money laundering training, as well as internal and external training programs, online training, meetings, and seminars/conferences, etc

Responsibilities

Focus on delivering first call resolution
Analyze account data received in to the OAO and Minute Lender console including risk arms to identify accounts to be declined or commenced
Analyze loan data received in the Online Loan console including but not limited to customer data and beneficial ownership documentation in order to remain compliant
Pull daily reports for account monitoring
As needed review and process NSF items daily by the established deadline
As needed review DDA and SAV account exceptions daily
As needed review DDA and SAV deficit balance reports weekly
As needed review DDA and SAV non-post daily
As needed review Zero balance accounts daily
Maintain the onboarding customer process
Follow maintain processes and procedures for each working area within the OAO consoles
Maintain tracking of the onboarding process of each new account
Review account transaction history for accounts opened within the online portal to monitor for fraud placing holds on funds as needed
Support any additional products, services, features, digital channels, etc.
Customer correspondence to collect required support documents for all account types
Conduct customer outreach in order to determine customer needs for cross-sell of bank products and services
Support customers via all support channels during high call volume events including but not limited to mergers
Other duties as assigned