Support Analyst - Digital Banking

Who is UFS?

UFS is the community bank technology outfitter that inspires confidence for community banks, by providing purpose-built solutions that make technology work for them, instead of the other way around.

Founded in 1991, our purpose is to Empower Community Banks and Our People to Thrive – Together. We live that Purpose by always putting people first in our decisions and actions. 

Our engaged culture is strongly influenced by the passion our team members bring while serving Community Banks and their communities.  We believe in encouraging confidence in each other and delivering solutions that make our customers confident with us. To that end we seek out problem solvers, creative thinkers and engaged individuals that thrive in a fast-paced yet supportive environment.

We believe engaged employees lead to loyal customers, which in turn drives results for our business.  We are caring, intense, and approachable, and have a lot of fun along the way. 

Summary 

UFS empowers community banks and our people to thrive – together. We are a growing company of passionate, talented and driven individuals who care deeply for one another and our customers. As part of a diverse and skilled Customer Support team, you will be tasked with providing digital banking product and services support to UFS bank customers. You will answer questions via phone and e-mail about digital banking products and services, resolving issues for our customers and training them on the products you support. In your role, you will participate in the implementation of new software releases for the products and services you support. This position works under the leadership of the Director of Customer Support – Digital Banking Solutions and in collaboration with other teammates across the company.

Knowledge and Skills

A qualified individual will possess the following:

•      Ability to work in a team-oriented, collaborative environment
•      Excellent verbal and written communication skills 
•      Ability to work without direct supervision
•      Ability to work effectively with deadline demands
•      Strong analytical, creative problem-solving and troubleshooting abilities
•      Understanding of Fiserv Premier and Fiserv ancillary software
•      Enjoy working with computers and a variety of computer software applications
•      Ability to manage and prioritize multiple tasks and projects with accuracy and attention to detail
•      Value being empowered to take ownership and accountability for assigned responsibilities 
•      Desire to continually improve and contribute to our Purpose of Empowering Community Banks and our People to Thrive – Together

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential Duties and Responsibilities

We thrive in a dynamic and changing environment, which means our roles have a combination of routine, project-based and strategic activities. This list of duties and responsibilities is not all inclusive and may be expanded to include other duties and responsibilities.

•      Provide support to UFS customers for questions, issues, incidents, problems related to digital banking products and services
•      Answer, evaluate and prioritize service requests received via phone, voicemail, email, etc. specifically related to digital banking products and services
•      Accurately assess our customer’s requests using targeted and detailed questions to fully comprehend the need, leading to a satisfactory resolution
•      Log and track all requests using the UFS customer management tracking system, including documenting all actions taken to resolve requests
•      Document resolutions in a central location for knowledge sharing internally and with customers
•      Manage service request queue to ensure that customer communication is timely and meets established SLA’s 
•      Analyze and evaluate service requests to identify trends and make recommendations
•      Work with third party vendors on behalf of UFS and our customers 
•      Assist in implementation of new software releases for digital banking products and services 
•      Participate on bank conversion/merger/acquisition teams as needed
•      Assist with projects and strategic initiatives as assigned
•      Participate in training programs to continuously improve product knowledge and service skills
•      Other duties as assigned

Education and/or Experience

•      Bachelor’s degree required or High School Diploma or general education degree (GED) with work experience equivalent
•      Three (3) years prior experience in bank/financial industry desired
•      Three (3) years prior experience in direct client support desired
•      Prior experience with Fiserv digital banking software desired

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit and use hands to finger, handle, or touch objects, tools, or controls. The employee frequently is required to talk or hear. The employee is occasionally required to stand; walk; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds, usually waist high, up to 50 feet away. Specific vision abilities required by this job include close vision and the ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

•      Typical office environment
•      Potential travel of up to 2-3 weeks per year; not consecutive
•      Some evening and weekend work as needed