Digital Banking Center Representative

United Fidelity Bank, fsb; New York (NY); On-site; USD 40,000 - 55,000; Full time

Job summary

United Fidelity Bank, fsb in New York is seeking a Digital Banking Center Representative to manage customer relationships through online account opening. You will address inquiries, resolve issues, and provide exceptional service across various platforms.

The ideal candidate has 2-3 years in customer service or bank operations, preferably with banking experience. The position demands excellent communication skills and the ability to work under pressure. The role maintains a typical schedule of 8:00 AM to 5:00 PM CST.

Qualifications

• 2 to 3 years of customer service or bank operations experience.
• Banking experience preferred.
• 2 to 3 years of call center experience is a plus.

Responsibilities

• Manage and effectively answer inquiries related to online account opening.
• Review online account applications and resolve problems.
• Support operational departments during downtime.
• Provide exceptional phone, email, chat, and web correspondence.

Skills

Excellent interpersonal skills

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

High integrity with sensitive information

Energetic team player

Education

High School Graduate or General Education Degree (GED)

Tools

Microsoft Office Suite

Job description

Digital Banking Center Representative

The Digital Banking Center Representative is a key operational role that manages customer relationships obtained through online account opening, providing friendly and efficient services to UFB Digital Banking customers.

Responsibilities

• Manage and effectively answer inquiries related to online account opening.
• Review online account applications, monitor account relationships, and resolve problems by researching and troubleshooting issues via telephone, internet, or written correspondence.
• 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, email, chat, and web correspondence to internet customers, ensuring customers feel supported and valued.
• Follow up with customers or applicants when necessary.
• Assist and troubleshoot 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 upsell products arise.
• Monitor transaction exceptions such as NSF, evaluate account activities, and assess risks associated with Internet-established customer relationships.
• Follow standard operating procedures and perform duties related to the Bank Secrecy Act under the guidance of the BSA Officer.

Skills and Abilities

• Excellent interpersonal skills and professional interaction with callers, associates, executives, and 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 and within short deadlines while making sound judgment decisions.
• High degree of integrity when dealing with sensitive information.
• Energetic team player.

Education, Experience and Qualifications

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

Physical Requirements

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

Working Conditions

Typical office environment with a desk job, extended computer screen viewing, and microphone headset use for customer calls. Periodic travel between locations may be required. Typical schedule 8:00 AM to 5:00 PM CST, Monday to Friday. Ability to work over time and Saturdays if needed.

Equal Opportunity

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.

In accordance with the Americans with Disabilities Act, reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.