Digital Customer Service Specialist

Overview

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
• Com…