Digital Customer Service Specialist

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 #J-18808-Ljbffr