United Community Bank

Customer Support

• Complete customer service requests through phone, chat, secure message, and email
• Process check orders, stop payments, account maintenance, and check and statement requests
• Handle debit card maintenance, including limit increases, card closures/reorders, and travel notices
• Support and resolve complex debit card issues
• Provide Online/Mobile Banking and Bill Pay support and troubleshooting for consumer and business customers
• Meet or exceed personal scorecard goals contributing to department objectives
• Create positive customer experiences across all support channels
• Interact professionally and compassionately with customers and coworkers while representing United Community Bank
• Assist with mentoring teammates and create or contribute to training resource materials
• Support email, chat, secure message, and telephone customer channels
• Develop a specialized support niche as a subject matter expert when needed
• Seek, refer, and/or sell bank products and services aligned with customer needs
• Complete assigned training and maintain thorough knowledge of bank products and services
• Maintain reliable attendance to support team performance goals
• Perform other duties as assigned

Customer Service Specialist

Loan Officer Assistant

• Provide sales and administrative assistance to Commercial Relationship Managers and other partners
• Support new and renewed loan production by collecting, ordering, and tracking information for risk assessment and underwriting
• Prepare written communications including commitment letters, term sheets, and thank-you notes
• Complete the Credit Lens Loan Worksheet and engage the Commercial Loan Closer
• Monitor reporting and identify required actions for maturities, auto-renewals, letters of credit, insurance, and real estate taxes
• Provide service and respond to internal and external customer requests
• Collect customer financial statements and load them to Credit Lens
• Collaborate with CRM, Commercial Loan Closers, Underwriters, Doc Prep, and outside counsel on loan closings
• Collect executed documents and submit them
• Submit customer maintenance requests to Loan Operations
• Transfer and assign notes
• Facilitate ongoing disbursement requests, coordinating with Construction Administration
• Complete assigned post-close tasks in Credit Lens
• Manage WIP files
• Resolve critical and material exceptions as assigned
• Assist, mentor, and train other Loan Officer Assistants
• Participate in required compliance and other training programs
• Adhere to corporate policies and procedures
• Provide professional, urgent, positive service to internal and external customers
• Take ownership of other assigned duties

Senior Commercial Loan Officer Assistant

General

• Manage the daily operations of the teller line, including processing transactions and balancing the vault
• Supervise and train tellers to ensure exceptional customer service and compliance with policies and procedures
• Assist customers with account inquiries, deposits, withdrawals, and other transactions
• Identify opportunities to cross-sell bank products and services to customers
• Ensure all teller transactions are processed accurately and efficiently

Head Teller

Mortgage Loan Originator

• Develop business by maintaining contact with realtors, builders, developers, and construction lenders
• Maintain knowledge of available loan products, processing procedures, underwriting, and department guidelines
• Interview potential customers and answer questions about mortgage loan types
• Review, analyze, and process mortgage loan requests
• Review applications and initial loan documentation for compliance with investor, state, and federal lending requirements
• Order employment, deposit, mortgage, and rental verifications
• Collect applicant documentation and deliver loan packages within management-set timeframes
• Input application information and verify documentation in Mortgageware
• Maintain high customer service levels while managing applicant expectations

Banker

• Drive proactive needs-based sales conversations through service interactions, teller interactions, and appointment setting
• Maintain comprehensive knowledge of retail banking products and services
• Enhance existing customer relationships and cultivate new ones by understanding and addressing customer needs
• Deliver loan products with correct and complete packages
• Refer customers to other areas of the bank for additional banking products and services
• Educate customers on transaction-management technology, tools, and resources
• Solve customer problems using product and service knowledge
• Process deposits, withdrawals, and other routine transactions accurately and confidentially
• Ensure adherence to banking regulations and internal policies

Universal Banker

Program Manager

• Serve as the primary business administrator and subject matter expert for the Terafina deposit account opening platform
• Manage system configuration, workflows, forms, disclosures, product setup, and business rules
• Coordinate system upgrades, enhancements, patches, and vendor releases
• Maintain system documentation, procedures, and operating standards
• Partner with Technology and vendors to resolve system issues and implement improvements
• Lead cross-functional initiatives related to deposit account opening, onboarding, and customer acquisition processes
• Evaluate workflows and identify opportunities for efficiency, automation, and improved customer experience
• Implement new products, features, integrations, and regulatory requirements within the platform
• Coordinate project plans, timelines, testing activities, and stakeholder communications
• Monitor system performance and recommend enhancements supporting business growth
• Develop and maintain management reporting on deposit account opening performance
• Produce operational, compliance, risk, and executive reporting
• Monitor KPIs and trends to identify process improvement opportunities
• Support ad hoc reporting requests from leadership, operations, compliance, risk, and audit teams
• Ensure account opening workflows comply with regulatory requirements and Bank policies
• Implement and maintain system controls with Compliance, Risk, and Fraud teams
• Manage fraud prevention workflows and account opening monitoring rules
• Support internal and external audits and regulatory examinations
• Review system access and user entitlements periodically
• Lead user acceptance testing for upgrades, enhancements, and vendor releases
• Develop test plans, test scripts, and results documentation
• Ensure successful implementation of system changes with minimal operational disruption
• Maintain change management documentation and release communications
• Serve as an escalation point for complex system-related issues
• Advise business partners on account opening processes and platform capabilities
• Work with the training team to identify process and knowledge gaps
• Manage Terafina and related vendor relationships, reviews, assessments, issue resolution, and service improvements

Retail Sales and Service Deposit Program Manager

• Complete customer service requests through phone, chat, secure message, and email
• Process check orders, stop payments, account maintenance, and check and statement requests
• Handle debit card maintenance requests, including limit increases, card closures/reorders, and travel notices
• Support and resolve complex debit card issues
• Provide Online/Mobile Banking and Bill Pay support and troubleshooting for consumer and business customers
• Meet or exceed personal scorecard goals contributing to department goals
• Create a positive customer experience across all support channels
• Interact professionally and caringly with customers and co-workers while representing United Community Bank
• Assist with mentoring teammates and creating or contributing to training resource material
• Support email, chat, secure message, and telephone channels
• Develop a specialized support niche as a Subject Matter Expert when applicable
• Seek, refer, and/or sell bank products and services aligned with customer needs when applicable
• Complete assigned training and maintain thorough knowledge of bank products and services
• Maintain reliable attendance to support team performance goals
• Perform other duties as assigned

• Drive proactive needs-based sales conversations through service-to-sales interactions, teller interactions, and appointment setting
• Maintain comprehensive knowledge of retail banking products and services
• Enhance existing customer relationships and cultivate new ones by understanding and addressing customer needs
• Deliver loan products and ensure packages are correct and complete
• Make referrals to cross-sell banking products and services across the bank
• Educate customers on transaction-management technology, tools, and resources
• Solve customer problems using product and service knowledge
• Process deposits, withdrawals, and other routine transactions accurately and confidentially
• Ensure adherence to banking regulations and internal policies

Account Manager

• Manage and retain profitable client relationships
• Develop new business through active calling on clients and prospects
• Develop and maintain a strong COI network
• Research and develop leads using Vertical IQ, Business Browser, or other available tools
• Manage individual production against assigned goals
• Recommend loan structure, terms, and rates
• Provide guidance to credit analysts
• Manage the loan closing process, including preparing term sheets and commitment letters and communicating with attorneys, appraisers, and related professionals
• Ensure adherence to company loan policies and procedures
• Evaluate risk to meet profitability standards
• Participate in community activities and events such as Chamber, Kiwanis, and Rotary
• Perform quarterly check-ins and maintain management plans with staff goals, if applicable
• Coach, develop, and manage the performance of employees, if applicable
• Complete required compliance, internal, and external training programs, meetings, and seminars/conferences

Commercial Relationship Manager

• Develop business through maintaining contact with realtors, builders, developers, and construction lenders
• Maintain knowledge of available loan products, processing procedures, underwriting, and department guidelines
• Interview potential customers and answer questions about various types of mortgage loans
• Review, analyze, and process mortgage loan requests
• Review applications and initial loan documentation for compliance with investor, state, and federal lending requirements
• Order verifications of employment, deposits, mortgages, and rentals
• Collect appropriate documentation from each applicant and deliver loan packages within management-set timeframes
• Input application information and verified documentation into Mortgageware
• Maintain high levels of customer service while managing each applicant’s expectations

• Drive proactive needs-based sales conversations through service interactions, teller interactions, and appointment setting
• Maintain a comprehensive understanding of retail banking products and services
• Enhance existing customer relationships and cultivate new ones by understanding and addressing customer needs
• Deliver loan products with correct and complete packages to minimize exceptions
• Make referrals to cross-sell banking products and services across the bank
• Educate customers on transaction-management options using technology and available tools
• Apply product and service knowledge to solve customer problems
• Process deposits, withdrawals, and other routine transactions accurately and confidentially
• Ensure adherence to banking regulations and internal policies

Universal Banker I

Manager

• Manage the overall growth and profitability of the branch
• Oversee day-to-day management of the facility, staff, and branch operations
• Maximize branch revenues, sales, customer satisfaction, and operational results
• Hire, onboard, discipline, reward, coach, and manage the performance of branch employees
• Communicate and monitor goals with staff
• Create and maintain the branch business plan
• Participate in business development, business calling, and sales programs
• Update and monitor sales activities using 360 View
• Develop and maintain a diversified loan and deposit portfolio
• Participate in community activities and maintain public relations
• Implement controls to protect the bank in accordance with policies and procedures
• Serve as chief communicator for branch-related topics
• Interview consumer loan applicants, including real-estate loan applicants
• Request loan application information and recommend and outline loan terms

Branch Manager

• Drive proactive needs-based sales conversations through service-to-sales interactions, teller interactions, and appointment setting
• Maintain comprehensive knowledge of retail banking products and services
• Enhance existing customer relationships and cultivate new relationships by understanding and addressing customer needs
• Deliver loan products while ensuring packages are correct and complete
• Refer customers to other areas of the bank for additional banking products and services
• Educate customers on transaction-management technology, tools, and resources
• Apply product and service knowledge to solve customer problems
• Process deposits, withdrawals, and other routine transactions accurately and confidentially
• Ensure adherence to banking regulations and internal policies

Marketing

• Support implementation of strategic marketing plans and monitor progress
• Manage campaign development and execution from intake through reporting
• Communicate and execute marketing plans for assigned projects
• Develop schedules, outline tasks, maintain deadlines, and communicate next steps to stakeholders
• Ensure projects align with budgets and timelines
• Lead and participate in cross-functional meetings and provide project updates
• Collaborate with creative teams and subject matter experts to generate and proof multichannel content
• Assist with managing marketing vendor relationships, including agencies, design firms, web developers, and print vendors
• Manage branded material requests and inventory in the Supply Room and DAM
• Assist with sales and marketing duties as needed
• Perform departmental activities in compliance with applicable laws, regulations, policies, and procedures
• Complete required compliance training and other assigned duties

Marketing Specialist

• Responsible for overall management, growth and profitability of branch
• Cross-trained on all functions within the branch
• Responsible for overall day-to-day management of facility, staff and operations of the branch
• Uses reports and resources as tools to maximize results for branch and staff
• Accountable for maximizing branch revenues, sales, customer satisfaction including CSP (Customer Service Profiles) scores while minimizing operating losses
• Participates in hiring, on-boarding, disciplining, and rewarding staff; responsible for managing performance of all branch employees; coaches employees for optimal performance
• Responsible for communicating and monitoring goals to staff on a consistent basis
• Assists in creation of and maintaining branch business plan
• Proactively participates in business development efforts to grow the branch
• Performs business calling and sales programs
• Updates and monitors sales activities using 360 View
• Develops and maintains a diversified loan and deposit portfolio based on current campaign focus
• Actively participates in the community maintaining good public relations
• Implements controls to protect the bank in accordance with policies and procedures
• Serves as chief communicator on all topics pertaining to and for branch staff
• Interview consumer loan applicants (including real-estate loans) and request specified information for loan applications
• Recommend and outline loan terms
• NMLS # initial registration and annual renewal is required for this role.