Note: The job is a remote job and is open to candidates in USA. UFS Tech is a community bank technology outfitter dedicated to empowering community banks. The Conversion/Customer Support Analyst role involves providing support for banking applications and facilitating customer transitions to the Fiserv Precision platform, ensuring effective communication and issue resolution.
Responsibilities
- Answers, evaluates and prioritizes service requests received via phone, voicemail, email, etc. specifically related to Fiserv Precision software support
- Logs and tracks all requests using company’s customer management tracking system, including documenting all actions taken to resolve requests
- Serve as a liaison for assigned bank conversion/merger/acquisition related task and activities
- Facilitate calls with customers for Conversion Related or Support related tasks
- Assists in implementation of new software releases for applications responsible for supporting bank processing
- Documents resolutions in a central location for sharing knowledge internally and with customers
- Participates in assessments, project planning and client meetings
- Works with third party vendors on behalf of customers
- Analyzes and evaluates service requests to identify trends and make recommendations
Skills
- Bachelor's degree required or High School Diploma or general education degree (GED) with work experience equivalent
- Minimum three (3) years prior experience with Fiserv Precision Core banking software
- Strong analytical and troubleshooting abilities
- Understanding of Fiserv Precision and Fiserv ancillary software or capacity to learn it
- Understanding of item processing or the capacity to learn
- Extremely comfortable working with computers and a variety of computer applications
- Excellent verbal and written communication skills
- Experience onboarding customers and providing support to Customers
- Motivated and independent and able to work without direct supervision
- Ability to internally collaborate effectively with multiple teams in both project-based and ongoing support functions
- Capability to provide constructive feedback and proactively contribute ideas for process improvements
- Ability to manage multiple tasks and projects with accuracy and attention to detail
- Ability to work effectively with deadline demands
- Take ownership and accountability, to follow problems through to resolution
- Ability to work in a team-oriented, collaborative environment
- Desire to continually improve and contribute to our Purpose of Empowering Community Bankers and our People to Thrive – Together
- Three (3) years prior experience in direct client support desired
Company Overview