Support Analyst - Digital Banking

UFS LLC

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 team, you will be tasked with providing digital banking product and services support to UFS bank customers. You will answer questions via phone and e-mail about digital banking products and services, resolving issues for our customers and training them on the products you support. In your role, you will participate in the implementation of new software releases for the products and services you support. This position works under the leadership of the Director of Customer Support – Digital Banking Solutions and in collaboration with other teammates across the company.

Requirements

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
Understanding of Fiserv Premier and Fiserv ancillary software
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

Nice To Haves

Three (3) years prior experience in bank/financial industry desired
Three (3) years prior experience in direct client support desired
Prior experience with Fiserv digital banking software desired

Responsibilities

Provide support to UFS customers for questions, issues, incidents, problems related to digital banking products and services
Answer, evaluate and prioritize service requests received via phone, voicemail, email, etc. specifically related to digital banking 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
Work with third party vendors on behalf of UFS and our customers
Assist in implementation of new software releases for digital banking products and services
Participate on bank conversion/merger/acquisition teams as needed
Assist with projects and strategic initiatives as assigned
Participate in training programs to continuously improve product knowledge and service skills
Other duties as assigned