Customer Support – Digital Banking Analyst

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UFS Tech

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 1991

🔒 Cybersecurity

💳 Fintech

💰 $19.9M Venture Round on 2019-05

Cybersecurity • IT Services • Fintech

UFS Tech is the Technology Outfitter for Community Banks, providing tailored technology solutions and IT managed services that empower community banks to compete effectively with larger national banks. With over 30 years of expertise, UFS Tech focuses on cybersecurity, virtual firewall management, core banking, digital banking, and compliance solutions to help banks manage their technology needs efficiently and securely. The company is committed to collaboration, innovation, and delivering purpose-built solutions tailored to the unique requirements of community banks.

📋 Description

• Provide support to Navanta customers for questions, issues, incidents, problems related to digital banking products and services • Answer, evaluate and prioritize service requests received via phone, voicemail, email, etc. specifically related to digital banking products and services • Accurately assess our customer’s requests using targeted and detailed questions to fully comprehend the need, leading to a satisfactory resolution • Log and track all requests using the Navanta customer management tracking system, including documenting all actions taken to resolve requests • Document resolutions in a central location for knowledge sharing internally and with customers • Manage service request queue to ensure that customer communication is timely and meets established SLA’s • Analyze and evaluate service requests to identify trends and make recommendations • Work with third party vendors on behalf of Navanta and our customers • Assist in implementation of new software releases for digital banking products and services • Participate on bank conversion/merger/acquisition teams as needed • Assist with projects and strategic initiatives as assigned • Participate in training programs to continuously improve product knowledge and service skills • Other duties as assigned

🎯 Requirements

• Bachelor’s degree required or High School Diploma or general education degree (GED) with work experience equivalent • Three (3) years prior experience in bank/financial industry desired • Three (3) years prior experience in direct client support desired • Prior experience with Fiserv digital banking software desired