Digital Banking Support & Onboarding Specialist

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

Job summary

United Community in Laurens, SC seeks a dedicated customer support specialist to handle online account openings, online loans, and daily monitoring of accounts. You will verify requests, collect beneficial ownership documents, and ensure compliance while delivering first‑call resolution.

The role requires accurate data analysis, knowledge of banking products, and strong communication across email, chat, and phone.

Qualifications

• High School Diploma or equivalent required.
• Minimum 3 years in a 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 while weighing risk for the bank.
• Extensive knowledge of bank products and services, procedures, and internal systems.
• 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.
• Flexibility to work a rotating schedule and complete required compliance training.

Responsibilities

• Focus on delivering first call resolution.
• Analyze account data in the OAO and Minute Lender consoles to identify declines or commencements.
• Analyze loan data in the Online Loan console to remain compliant.
• Pull daily reports for account monitoring.
• Review and process NSF items daily by the established deadline.
• Review DDA and SAV account exceptions daily.
• Review DDA and SAV deficit balance reports weekly.
• Review DDA and SAV non-post daily.
• Review Zero balance accounts daily.
• Maintain the onboarding customer process.
• Follow procedures for each area within the OAO consoles.
• Maintain tracking of onboarding for each new account.
• Review transaction history for online accounts to monitor for fraud and place holds.
• Support additional products, services, features, digital channels, etc.
• Correspond with customers to collect required support documents for all account types.
• Conduct customer outreach to determine needs for cross-sell of bank products and services.
• Support customers via all channels during high call volume events, including mergers.
• Other duties as assigned.

Skills

Customer service

Communication skills

Analytical thinking

Risk awareness

Organizational skills

Education

High School Diploma or equivalent

Tools

CRM systems

Banking systems/ consoles

Job description

United Community in Laurens, SC seeks a dedicated customer support specialist to handle online account openings, online loans, and daily monitoring of accounts. You will verify requests, collect beneficial ownership documents, and ensure compliance while delivering first‑call resolution.

The role requires accurate data analysis, knowledge of banking products, and strong communication across email, chat, and phone.