Digital Customer Service Specialist

• Answer questions about United’s products and services
• Cross-sell products and services courteously and professionally
• Onboard customers and validate online banking and e-statement enrollment
• Document and track the customer onboarding process
• Obtain missing or incomplete customer documents and information
• Analyze applications and account data to determine whether additional documentation is needed and whether accounts should be approved or declined
• Review retail and business documents, applications, and fraud analysis
• Open accounts according to policies and procedures and maintain accurate records in the bank’s core system
• File SARS as needed
• Apply Regulation CC holds and related actions
• Monitor transaction history for fraud and place holds on funds when required
• Provide accurate, high-quality customer service and resolve customer problems
• Answer inquiries and provide account information and updates
• Educate customers on transaction-management technology and available resources
• Maintain knowledge of bank products and services and identify relationship-building opportunities
• Assist staff with customer service, telephone coverage, and other duties
• Use customer management and sales tools
• Pull daily onboarding and account-tracking reports
• Complete assigned tasks in compliance with established procedures
• Support products, services, features, and digital channels
• Support customers through all support channels during high-call-volume events
• Complete debit card disputes, research debit cards, and order or hot-card debit cards
• Place stop payments upon customer request
• Perform training duties and other assigned duties

• 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 Microsoft Office and standard office equipment
• Successful completion of required departmental training and United U courses by the scheduled deadline
• Ability to identify and report potential high-risk accounts
• Ability to make informed decisions quickly and accurately while weighing risk for the bank
• Extensive knowledge of bank products, services, procedures, and internal systems
• Attention to detail, interpersonal skills, and time management
• Self-directed with excellent organizational skills and ability to work without direct supervision
• Ability to resolve customer complaints with tact and professionalism
• Proficient in follow-up and follow-through
• Strong written and verbal communication skills
• Ability to work a flexible, rotating schedule
• Participation in required compliance training, including Bank Secrecy Act/anti-money laundering training
• Must pass a criminal background and credit check

Demonstrates extensive knowledge of bank products, services, and procedures while providing high-quality customer service. Capable of analyzing account data, managing customer onboarding, and ensuring compliance with banking regulations.

• Customer Service Skills
• Bank Products Knowledge
• Fraud Analysis
• Microsoft Office Proficiency
• Compliance Training

• Customer Onboarding
• Account Analysis
• Document Management
• Transaction Monitoring
• SARS Filing
• Regulation CC Application
• Debit Card Dispute Resolution
• High-Risk Account Identification
• Electronic Communication Skills
• Attention to Detail

• Interpersonal Skills
• Time Management
• Organizational Skills
• Tact and Professionalism
• Written and Verbal Communication

• Bank Secrecy Act Training
• Anti-Money Laundering Training

• Customer Contact Center
• Financial Industry
• Compliance Procedures
• High-Call-Volume Support
• Electronic Banking

• Customer Management Tools
• Sales Tools
• Standard Office Equipment