Responsibilities
- Provide technical assistance and problem resolution to staff through phone, Service Now tickets, and email for systems such as Integrated Teller, BPM, and Unity.
- Process key financial and account-related transactions including stop payments, account creation, and teller operations.
- Manage and escalate Service Now tickets related to Online Banking and Branch Support as required.
- Draft internal communications such as Flag Half Staff Email Notices and assign U-Suggest items to relevant teams.
- Deliver specialized support during mergers and acquisitions, particularly for newly integrated branches.
- Propose and help implement updates to departmental policies and operational procedures.
- Conduct employee training on banking systems, document training needs, and support testing for new deposit system releases.
- Address and resolve customer and employee concerns with a focus on high-quality service delivery.
- Support special initiatives and identify opportunities for process optimization.
Work Arrangement
On-site
Responsibilities
- Support & Troubleshoot: Assist employees with questions and issues via phone, Service Now Tickets, or email on various programs including Integrated Teller, BPM, Unity, and more.
- Transaction Processing: Handle specific transactions such as Stop Payments, new account setup, teller transactions, and more.
- Escalation Management: Address Service Now Ticket items for Online Banking and Branch Support, escalating issues as needed.
- Communication: Prepare Flag Half Staff Email Notices and assign U-Suggest items to appropriate departments.
- Branch Support: Offer advanced support for new branches during mergers and acquisitions.
- Policy Development: Recommend and develop changes to department policies and procedures.
- Training & Development: Train employees on systems and processes, log issues for training purposes, and participate in testing and implementing new deposit releases.
- Customer Service: Resolve caller complaints effectively and maintain excellent customer service standards.
- Special Projects: Assist in special projects and continuously seek process improvements.
Other
- Must be able to pass a criminal background & credit check
- This is a full-time, non-remote position
- FLSA Status: Non-Exempt
