Digital Banking Onboarding & Support Specialist

United Community Bank; Clinton (SC); On-site; USD 32,000 - 45,000; Full time

Job summary

United Community Bank is seeking a Customer Support Specialist to assist with business and personal online account openings and online loan processes.

You will monitor online systems, review customer data, and ensure beneficial ownership documentation is collected, while delivering responsive support and accurate processing.

The role emphasizes risk awareness, compliance training, and proactive cross-selling of bank products through thoughtful customer outreach.

Qualifications

• High School Diploma or equivalent.
• Minimum 3 years in Customer Contact Center environment or financial industry experience preferred.
• Ability to analyze reports and report analytics to the Digital Branch Manager.
• Proficient in email, chat and other forms of electronic communication.
• Demonstrated ability to make informed decisions quickly and accurately while weighing risk for the bank.
• Extensive knowledge of bank products and services, procedures, and internal systems.
• Knowledge of account styling and required documents.
• Attention to detail, interpersonal skills and time management.
• Self-directed with excellent organizational skills, ability to perform without direct supervision.
• Ability to write and communicate processes and procedures.
• Demonstrates the company culture; continuous learner.
• Self-starter.
• Proficient follow-up and follow-through.
• Strong written and verbal communication skills.
• Ability to work a flexible, rotating schedule.
• Participate in all required compliance training, including Bank Secrecy Act/anti-money laundering training, as well as internal and external training programs, online training, meetings, and seminars/conferences, etc

Responsibilities

• Focus on delivering first call resolution
• Analyze account data received in to the OAO and Minute Lender console including risk arms to identify accounts to be declined or commenced
• Analyze loan data received in the Online Loan console including but not limited to customer data and beneficial ownership documentation in order to remain compliant
• Pull daily reports for account monitoring
• As needed review and process NSF items daily by the established deadline
• As needed review DDA and SAV account exceptions daily
• As needed review DDA and SAV deficit balance reports weekly
• As needed review DDA and SAV non-post dailyAs needed review Zero balance accounts daily
• Maintain the onboarding customer process
• Follow maintain processes and procedures for each working area within the OAO consoles
• Maintain tracking of the onboarding process of each new account
• Review account transaction history for accounts opened within the online portal to monitor for fraud placing holds on funds as needed
• Support any additional products, services, features, digital channels, etc.
• Customer correspondence to collect required support documents for all account types
• Conduct customer outreach in order to determine customer needs for cross-sell of bank products and services
• Support customers via all support channels during high call volume events including but not limited to mergers
• Other duties as assigned

Skills

Customer service

Analytical skills

Written & verbal communication

Multichannel communication

Banking products knowledge

Attention to detail

Self-motivation

Time management

Flexibility

Compliance training

Education

High School Diploma

Job description

United Community Bank is seeking a Customer Support Specialist to assist with business and personal online account openings and online loan processes.

You will monitor online systems, review customer data, and ensure beneficial ownership documentation is collected, while delivering responsive support and accurate processing.

The role emphasizes risk awareness, compliance training, and proactive cross-selling of bank products through thoughtful customer outreach.