Customer Support Analyst – Branch Banking

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UFS Tech

WebsiteLinkedInAll Job Openings

201 - 500 employees

🏦 Banking

💳 Fintech

🔒 Cybersecurity

💰 $19.9M Venture Round - UFS on 2019-05

Banking • Fintech • Cybersecurity

UFS Tech is a technology and services provider focused on empowering community banks. It delivers core banking and digital banking platforms, payments, cash management, and customer engagement tools alongside managed IT services (private cloud, hosted email, end-user support), cybersecurity offerings (virtual firewall management, vulnerability management, SureProtect/SureWatch), backup and disaster recovery, document imaging and delivery, and advisory services for IT, information security, and regulatory compliance. UFS positions itself as a partner to community banks, offering purpose-built, modular solutions and professional services to help banks operate securely, meet regulatory requirements, and grow customer relationships.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

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