Digital Banking Center Representative

Digital Banking Center Representative

United Fidelity Bank

Recruiting agencies must have a valid, written and fully executed Master Service Agreement and Statement of Work for consideration.

The Digital Banking Center Representative position is a key operational role that manages customer relationships obtained through online account opening, providing friendly and efficient services to UFB Digital Banking customers. The incumbent will be responsible for managing and effectively answering inquiries related to online account opening, reviewing online account applications, monitoring account relationships, and resolving problems by researching and troubleshooting issues via telephone, internet, or written correspondence.

This position will also support other operational departments, such as the Call Center, during downtime.

• Monitor, review and process online account opening applications for consumer and business deposit accounts.
• Provide exceptional phone service, email, chat, and web correspondence to internet customers by responding efficiently and accurately, explaining possible solutions, and ensuring that customers feel supported and valued.
• Follow up with customers/applicants when necessary.
• Provide customer assistance/troubleshoot for Retail Online Banking, Mobile Banking, Debit Cards, and other electronic banking areas for Digital Banking Customers.
• Seize opportunities to forward customers to branch staff when opportunities to upsell products arise.
• Monitor transaction exceptions (e.g., NSF), evaluate account activities, and consider risks associated with Internet-established customer relationships.
• Follow standard operating procedures.
• Perform duties related to the Bank Secrecy Act under the guidance of the BSA Officer.

• Excellent interpersonal skills – always interacting professionally with callers, associates, executives & senior leaders.
• Outstanding written and verbal communication abilities.
• Strong analytical and problem‑solving attributes.
• Advanced organization and time‑management skills.
• Proficiency in Microsoft Office Suite.
• Ability to work under high pressure, within short deadlines, while making sound judgment decisions.
• Possess a high degree of integrity when dealing with sensitive information.
• Energetic team player.

• High School Graduate or General Education Degree (GED) required.
• Banking experience preferred.
• 2-3 years of customer service or bank operations experience required.
• 2-3 years of call center experience is a plus.

The associate is frequently required to sit and/or stand, communicate, reach and manipulate objects, tools or controls typical of an office/bank environment. The associate may lift items weighing up to 10 pounds on a consistent basis, and requires manual dexterity and coordination over 80% of the work period while operating equipment such as computers, phones, and calculators.

• Typical office working environment.
• Typical desk job.
• Extended viewing of computer screens.
• Donning microphone headsets to manage customer calls.
• Periodic travel between locations may be required.
• Typically, 8:00 am – 5:00 pm CST, Monday – Friday.
• Must be able to work overtime and Saturdays if needed.

The above statements are intended to describe the general nature and level of work performed by associates assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of the associate. Duties and responsibilities may be added or changed as deemed appropriate by management at any time, therefore they could differ from those outlined above.

United Fidelity Bank is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, status as a qualified individual with disability, sexual orientation, gender identity, or any other characteristic protected by law.