Branch Support Desk Specialist - Any UCBI Location at UNITED COMMUNITY BANK – Clayton, Georgia

About the Role:

The Branch Support Desktop Specialist provides critical system and customer service support to internal employees across various deposit software platforms, including Integrated Teller, Unity Director, and BPM. Operating in a help desk-style environment, this role is responsible for resolving Service Now tickets, assisting with system and procedural inquiries, supporting software releases, and contributing to the success of mergers and acquisitions. This position can sit in any UCBI Location.

What You’ll Do:

• Provide first-line support for deposit systems and internal procedures via Service Now, phone, email, and chat.
• Troubleshoot and resolve issues related to Integrated Teller, BPM, Unity, Director, Premier Navigator, and other banking systems.
• Assist with transaction processing, including stop payments, account maintenance, CTRs, and teller transactions.
• Support Online Banking platforms and escalate issues to appropriate departments when necessary.
• Participate in testing, documentation, and implementation of new software releases and upgrades.
• Collaborate with Training, Regional Support Specialists, and Deposit Operations to develop training materials and update procedures.
• Maintain logs of recurring issues and recommend process improvements.
• Provide advanced support during mergers and acquisitions.
• Train employees on systems and procedures as needed.
• Prepare and distribute operational bulletins and training screenshots.
• Serve as a backup for BVS exam resets and other special projects.

What We’re Looking For:

Experience:

• Minimum 3 years of experience in retail banking and/or deposit operations within a financial institution.
• Proven experience supporting core banking systems and deposit applications.

Education:

• Bachelor’s degree preferred, or equivalent combination of education and experience.

Required Skills:

• In-depth knowledge of bank products, deposit operations, and systems.
• Proficiency in Microsoft Office and deposit application systems.
• Strong understanding of IRA rules, Reg CC, and multi-state account documentation.
• Familiarity with legal documentation such as POAs and Trusts.
• Excellent communication and customer service skills.
• Ability to manage multiple communication channels and prioritize tasks effectively.
• Strong organizational skills and attention to detail.
• Ability to work independently and adapt to changing technologies.
• Willingness to assist across various programs and departments.
• High level of patience and professionalism.

Preferred Skills:

• Experience with Fiserv systems (Premier, BPM, Integrated Teller).
• Familiarity with Online Banking platforms (Q2 Central, Co-Pilot, Ensenta, Bill Pay-Partner Care).
• Knowledge of Centrix, ACH Trace # lookup, and Minitech Dual Locks.
• Experience supporting mergers and acquisitions in a banking environment.

Work Environment:

• Based at a United location within the company’s footprint.
• Full-time position with flexibility to work evenings and weekends as needed.

Travel:

• Up to 10% travel required for training or conversion support.

Conditions of Employment:

• Must be able to pass a criminal background & credit check

FLSA Status:

• Non-Exempt

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state, or local protected class.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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