Customer Support and Senior Conversion Analyst

Summary

This position will be an integral part of bank core conversions, mergers, branch conversions and deconversions. The Senior Analyst will have ultimate stewardship of high profile, time sensitive bank conversion projects. Customer satisfaction scores will evaluate the success of these projects as well as timeline and budget metrics.

In addition, as part of a diverse and skilled Customer Support team, you will be tasked with providing banking application support and training to UFS bank customers. You'll answer questions via phone and e-mail about banking applications and functions, issue resolution and training. This role has key involvement in the implementation of new software releases for applications that support bank processing. This position works under the leadership of the Director of Customer Support - Banking Applications and in collaboration with other teammates across the company.

Knowledge and Skills

• Strong analytical and troubleshooting abilities
• Understanding of Fiserv Premier and Fiserv ancillary software, functionality and integration capabilities
• Understanding of item processing or the capacity to learn
• Extremely comfortable working with banking software and a variety of computer applications
• Excellent verbal and written communication skills
• Ability 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, in order to follow problems through to resolution
• Motivated, independent learner
• 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

Essential Duties and Responsibilities

• Participates in and/or leads bank conversion / merger / acquisition teams, delivering successful projects that produce high customer satisfaction scores
• Assists with major projects and initiatives as assigned
• Conducts customer training on core banking applications including Premier and related applications
• Participates in assessments, project planning and client meetings
• Answers, evaluates and prioritizes service requests received via phone, voicemail, email, etc. specifically related to banking software support.
• Logs and tracks all requests using company's customer management tracking system, including documenting all actions taken to resolve requests
• 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
• Works with third party vendors on behalf of customers
• Analyzes and evaluates service requests to identify trends and make recommendations
• Other duties as assigned

Education and/or Experience

• Bachelor's degree required or High School Diploma or general education degree (GED) with work experience equivalent
• Fifteen (15) years prior experience in bank/financial industry desired
• Ten (10) years prior experience in direct client support desired
• Prior experience with Fiserv Premier Core banking software is highly desired

Physical Demands

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

• Typical office environment
• Ability to work remotely with occasional travel to Grafton, WI headquarters
• Travel required - 25% to 40% depending upon current conversion projects

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. You might find us out on the patio playing cornhole or playing games during our virtual family fun nights.

Benefits

• Health, Dental & Vision Insurance; eligible Day 1 of Employment
• 401k Match of 100% up to 6% of your Salary
• Paid Holidays
• Vacation & Sick Time
• Volunteer Time Off
• Opportunities for Advancement
• Gym Membership Reimbursement Program
• Wellness Program to lower your Monthly Premium
• Child Fundraiser Donation Program
• Matching Gifts Program
• Employer Paid Premium for Life Insurance
• Short/Long-Term Disability Coverage
• Flexible Spending Healthcare Accounts
• Employee Referral Benefits
• Fun Employee Events - Lunch & Learns, Celebrations, Summer Events
• Robust Leadership Development Program
• Employee Assistance Program

The above statements reflect the general details necessary to describe the principle functions of the occupation described and shall not be construed as a detailed description of all the work requirements that may be inherent in the occupation.