Customer Support Analyst

Customer Support Analyst

Who is UFS?

UFS is the community bank technology outfitter that inspires confidence for community banks, by providing purpose-built solutions that make technology work for them, instead of the other way around.

Founded in 1991, our purpose is to Empower Community Banks and Our People to Thrive – Together. We live that Purpose by always putting people first in our decisions and actions.

Our engaged culture is strongly influenced by the passion our team members bring while serving Community Banks and their communities.  We believe in encouraging confidence in each other and delivering solutions that make our customers confident with us. To that end we seek out problem solvers, creative thinkers and engaged individuals that thrive in a fast-paced yet supportive environment.

We believe engaged employees lead to loyal customers, which in turn drives results for our business.   We are caring, intense, and approachable, and have a lot of fun along the way.

Summary 

The Customer Support Analyst provides banking application support to UFS bank customers. You will answer questions via phone and e-mail about banking applications and functions, issue resolution and training. The ideal candidate will have a background in the Fiserv Precision bank applications and experience with other banking application software.

Knowledge and Skills

A qualified individual will possess the following:

• 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 
• Motivated and independent and able to work without direct supervision
• 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 Banks and our People to Thrive – Together 

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential Duties and Responsibilities

This list of duties and responsibilities is not all inclusive and may be expanded to include other duties and 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
• Participates on bank conversion/merger/acquisition teams as needed
• Assists in implementation of new software releases for applications responsible for supporting bank processing
• Documents resolutions in a central location for knowledge sharing 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

Education and/or Experience

• 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
• Three (3) years prior experience in direct client support desired

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit and use hands to finger, handle, or touch objects, tools, or controls. The employee frequently is required to talk or hear. The employee is occasionally required to stand; walk; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds, usually waist high, up to 50 feet away. Specific vision abilities required by this job include close vision and the ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Typical office environment
• Up to 20% travel time may be required