Branch & Loan Support Desk Floater

Join our dynamic team as a Branch & Loan Support Desk Floater, where you’ll provide essential support and exceptional customer service to our employees. This role offers the unique opportunity to work on both the Branch and Loan Support Desks. You’ll be the go-to expert for our core mainframe system, deposit software programs and assist with commercial, small business and consumer loan questions, ensuring smooth operations and assisting with system processes and internal procedures. This role is pivotal in maintaining our high standards of service and supporting our growth through acquisitions and mergers.

This position is available within the UCBI Footprint

• Assist employees with questions and issues via phone, ServiceNow Tickets or email on various programs including Integrated Teller, BPM, Terafina, Unity, MeridianLink, NewGen and more.
• Handle specific transactions such as Stop Payments, new account set up, teller transactions, loan application input and more.
• Address ServiceNow Ticket items for Online Banking, Branch Support and Loan Support Inquiries, escalating issues as needed.
• Offer advanced support for new branches during mergers and acquisitions
• Recommend and develop changes to department policies and procedures
• Train employees on systems and processes, log issues for training purposes and participate in testing and implementing new deposit and loan releases.
• Resolve caller complaints effectively and maintain excellent customer service standards.
• Assist in special projects and continuously seek process improvement. 

• Education: Bachelor’s degree preferred or equivalent education or experience
• Experience: Minimum 5 years in retail banking and lending and/or deposit/loan operations and minimum of 2 years experience within Branch Support Desk
• Required Skills:
  • Extensive knowledge of bank products, services and systems
  • Thorough knowledge of loan products and systems
  • Proficient in deposit application systems, IRA rules, Reg CC, and multi-state account documentation
  • Thorough understanding of loan documentation, code matrix, exception clearing, financial reporting and collateral insurance requirements
  • Ability to assist with instruction of loan from entry to fulfillment
  • Strong computer skills, especially in Microsoft Office
  • Excellent organizational, communication, and customer service skills
  • Ability to write and explain processes and procedures clearly
  • Time management skills and the ability to handle competing priorities
  • Team player with good interpersonal skills
  • Continuous learner with the ability to adapt to new technologies
  • High level of patience and problem-solving skills
  • Ability to recommend process improvements
• Preferred Skills:
  • Experience with Fiserv core releases, BPM, Terafina, Integrated Teller and Loan Application software.
  • Experience in training and developing materials for new releases/upgrades. 

• Must be able to pass a criminal background & credit check
• This is a full-time, non-remote position

FLSA Status: Non-Exempt

Ready to take your career to the next level? Apply now and become a vital part of our team!

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state, or local protected class.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.