Digital Customer Service Specialist

In accordance with established policies and procedures, the Digital CSS performs a variety of high-quality customer service functions. The position is responsible for having a working knowledge of United’s products and services to support customer’s questions and assist in opening deposit products and services to fulfill their financial needs. Daily functions include answering questions about United’s products and services, actively cross-selling selling products and services in a courteous and professional manner, onboarding, documentation and validation of new accounts and  subsequent monitoring of accounts. Responsible for validation, verification and documentation of business entities and account holders to ensure business is authentic and collect all BSA required documentation. Consistent delivery of  legendary customer experience for customers and prospects. In addition to assisting with daily account monitoring and or transactions, assist in customer problem resolution and financial wellness by having needs-based conversations and identifying appropriate solutions.

• Follow all customer verification procedures
• Focus on delivering first call resolution
• Focus on completing tasks within required deadlines
• Onboard new customers
• Validation of online banking and e-statements enrollment
• Documentation and tracking of the onboarding customer process
• Obtain any missing or incomplete customer documents and or information with close follow-up and timely upload of documents
• Analyze application information and determining whether or not additional documentation is needed
• Analyze account data received in to the online account opening platform including risk arms to determine if accounts in review status should be approved or declined
• Thorough review of all retail and business documents, applications, and fraud analysis
• Ensure all accounts are opened in accordance with established policies and procedures, records are maintained accurately, and accounts are correctly entered on the bank’s core system
• File SARS as needed
• Reg. CC Holds and related action per regulatory requirements and guidelines
• Review account transaction history for accounts opened within the online portal to monitor for fraud placing holds on funds as needed per regulatory requirements and guidelines
• Provide efficient, accurate and high-quality customer service while maintaining good customer relations and present oneself as an example of legendary service 
• Answer customer inquiries and provide account information and updates as requested while maintaining a level of security per departmental procedures
• Maintain extensive knowledge of retail bank products and services and look for opportunities to strengthen existing customer relationships and develop new relationships by understanding customers’ needs while considering perspectives and priorities of different customers
• Educate customers on options for managing transactions using technology and all other tools and resources available
• Apply product and service knowledge to effectively solve customer problems
• Assist other staff in serving customers, answering telephones and performing other duties as necessary 
• Utilize bank programs such as customer management and sales tools  
• Pull daily reports as assigned for onboarding and tracking of each new account
• Complete all daily assigned tasks by following all steps stated in the provided processes and procedures in order to remain compliant
• Support any additional products, services, features, digital channels, etc.
• Support customers via all support channels during high call volume events including but not limited to mergers
• Training duties as assigned
• Provide customers with account information and updates; answer policy questions accurately
• Complete debit card disputes and perform research on debit cards as well as order and hot card debit cards
• Place stop payments when requested by customer
• Other duties as assigned

• High School Diploma or equivalent required
• Minimum 3 years in Customer Contact Center environment or financial industry experience preferred
• Professional telephone and customer service skills
• Highly skilled in professional email, chat and other forms of electronic communication
• Skilled in the operation of computer programs including but not limited to Microsoft Office and in the operation of standard office equipment. 
• Self-starter to identify and provide solutions to meet customer needs and provide resolutions.
• The desire to go above and beyond for a customer or applicant that is in need.
• Team focused interpersonal skills in working with both employees and customers of the organization.
• Successful completion of required departmental training and United U courses no later than the scheduled deadline.
• Participative in building an excellent customer experience while taking necessary steps in protecting this department and the bank.
• Ability to identify and report potential high-risk accounts and provide a detailed information to the Team Lead and the Digital Branch Manager in an expeditious manner.
• Demonstrated ability to make informed decisions quickly and accurately while weighing risk for the bank
• When needed, employee will communicate any questions or concerns with leadership including but not limited to recommendation for possible solutions.
• Extensive knowledge of bank products and services, procedures, and internal systems
• Attention to detail, interpersonal skills and time management
• Self-directed with excellent organizational skills, ability to perform without direct supervision
• Ability to manage, utilize tact and professionalism to resolve customer complaints
• Demonstrates the company culture; continuous learner
• Proficient in 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. 

• Must be able to pass a criminal background & credit check

FLSA: Non-Exempt

SUPERVISORY RESPONSIBILITY

This position does not manage employees

WORK ENVIRONMENT

Office location within United footprint

POSITION TYPE

This is a full-time position that requires schedule flexibility to work evenings and weekends as needed.

TRAVEL

This position requires up to 5% travel.

OTHER

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.

The job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.