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Digital Customer Service Specialist
$57k-77k (estimate)
Full Time 3 Months Ago
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UNITED COMMUNITY BANK (MILFORD, IA) is Hiring a Digital Customer Service Specialist Near Franklin, TN

Digital Customer Service Specialist

Position Title: Digital Customer Service Specialist

Reports To: Digital Branch Manager

Direct Reports:

Salary Grade: 5/5A

SUMMARY:

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.

JOB 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.

JOB FUNCTIONS:

  • 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

Job Summary

JOB TYPE

Full Time

SALARY

$57k-77k (estimate)

POST DATE

12/09/2022

EXPIRATION DATE

02/21/2023

WEBSITE

unitedcommunitybank.com

HEADQUARTERS

LAKE PARK, IA

SIZE

25 - 50

FOUNDED

1931

CEO

KRISTY MILLS

REVENUE

$10M - $50M

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About UNITED COMMUNITY BANK

United Community Bank with locations in Milford, Okoboji, Hartley, Ocheyedan and Lake Park, Iowa offers full service banking to the communities they serve.

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