Customer Support Analyst – Branch Banking

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UFS Tech

SiteLinkedInTodas as Vagas

201 - 500 funcionários

🏦 Bancário

💳 Fintech

🔒 Cibersegurança

💰 $19.920.400 Venture Round - UFS em 2019-05

Banking • Fintech • Cybersecurity

A UFS Tech é uma provedora de tecnologia e serviços que se concentra em capacitar bancos comunitários. Ela oferece plataformas de banco central e banco digital, pagamentos, gestão de caixa e ferramentas de engajamento do cliente junto com serviços de TI gerenciados (nuvem privada, e-mail hospedado, suporte ao usuário final), soluções de cibersegurança (gerenciamento de firewall virtual, gerenciamento de vulnerabilidades, SureProtect/SureWatch), backup e recuperação de desastres, imagem e entrega de documentos, além de serviços de consultoria para TI, segurança da informação e conformidade regulatória. A UFS se posiciona como parceira dos bancos comunitários, oferecendo soluções modulares e serviços profissionais desenvolvidos sob medida para ajudar os bancos a operarem com segurança, atenderem aos requisitos regulatórios e desenvolverem relacionamentos com os clientes.

Descrição

• Provide support to Navanta customers regarding branch banking products, services, issues, incidents, and problems • Answer, evaluate, and prioritize service requests received by phone, voicemail, and email • Assess customer requests using targeted questions and drive satisfactory resolutions • Log and track requests in Navanta’s customer management tracking system • Document actions and resolutions for internal and customer knowledge sharing • Manage the service request queue to ensure timely communication and SLA compliance • Analyze service requests to identify trends and make recommendations • Work with third-party vendors on behalf of Navanta and its customers • Lead implementation of new software releases for Branch Banking products and services • Participate in bank conversion, merger, and acquisition teams as needed • Assist with projects and strategic initiatives • Participate in training programs to improve product knowledge and service skills • Train customers on supported products

🎯 Requisitos

• Bachelor’s degree required, or high school diploma/GED with equivalent work experience • Three years of prior experience in the banking or financial industry desired • Three years of prior experience in direct client support desired • Prior experience with teller and scanning software desired • Ability to learn and understand Fiserv Premier and Fiserv ancillary software, including Business Analytics Report Writing • Knowledge of MS Windows server application installations • Ability to learn technical aspects of application installation and support • Ability to learn additional Fiserv ancillary applications as needed • Excellent verbal and written communication skills • Ability to work without direct supervision • Ability to work effectively under deadline demands • Strong analytical, creative problem-solving, and troubleshooting abilities • Ability to manage and prioritize multiple tasks and projects accurately and with attention to detail • Ability to work in a team-oriented, collaborative environment • Ability to use computers and a variety of software applications • Ability to occasionally lift and move up to 25 pounds

🏖️ Benefícios

• Full-time position • Monday through Friday, 8a–5p schedule • Occasional travel may be required