Digital Customer Service Specialist

Jobtailor; Laurens (SC); On-site; USD 32,000 - 42,000; Full time

Job description

• 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

Requirements

• 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

Core Competencies

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.

Highest-signal resume keywords

• Customer Service Skills


• Bank Products Knowledge


• Fraud Analysis


• Microsoft Office Proficiency


• Compliance Training

ATS Optimization Keywords

Hard Skills

• 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

Soft Skills

• Interpersonal Skills


• Time Management


• Organizational Skills


• Tact and Professionalism


• Written and Verbal Communication

Certifications & Qualifications

• Bank Secrecy Act Training


• Anti-Money Laundering Training

Industry Keywords

• Customer Contact Center


• Financial Industry


• Compliance Procedures


• High-Call-Volume Support


• Electronic Banking

Tools & Technologies

• Customer Management Tools


• Sales Tools


• Standard Office Equipment