Branch Support Desk Specialist

Role Overview

• Provides system support and internal customer service support to employees on the core mainframe system and deposit software programs (i.e. Integrated Teller, Unity Director and BPM) and works Service Now Tickets in a “help desk” type environment.
• Assists employees with questions related to system processes as well as internal procedures related to customer service functions in the branches.
• Maintains knowledge of program changes and creates procedures for call support.
• Provides support on new releases/programs when implemented.
• Assists in the acquisition/merger of other financial institutions.
• Assist in answering questions by phone, Service Now Tickets or emails from employees on programs including, but not limited to Integrated Teller, BPM, Unity, Director, Premier Navigator, Centrix, ACH Trace # lookup, Minitech Dual Locks, Harland Check Order Verification Process, On-Line Banking to include, Q2 Central, Q2 Co-Pilot, Ensenta, and Bill Pay-Partner Care.
• Assist in specific transaction processing included but not limited to Stop Payments, new account set-up and maintenance; teller transactions to include CTRs & Holds; Teller Source Capture and TCRs.
• Assist in answering Service Now Ticket items for On-line Banking and responsible for escalating to proper departments if needed.
• Assist in answering Service Now Ticket items for Branch Support items responsible for escalating to proper departments if needed.
• Computer-shadowing and inquiry resolution for both winterm and pc users.
• Prepare Flag Half Staff Email Notices when originating from the United States President.
• Assign U-Suggest items to appropriate departments based on topic.
• Advanced support of new branches during merger and acquisitions.
• Regularly communicate with Training and Regional Support Specialist Teams.
• Assist in recommending and developing changes to department policies and procedures.
• Resolves caller complaints in a tactful and effective manner.
• Train other employees on systems and processes as needed.
• Log issues in tracking system to identify reoccurring issues that need to be reported to training.
• Participate in testing, documenting and implementing new deposit releases including Fiserv core releases (Premier), Fiserv programs such as BPM and Integrated Teller in order to support branch questions.
• Assist the Training Department, RSS group and Deposit Operations with developing material necessary for new releases/upgrades and/or procedural and operational changes.
• Update operational bulletins as identified.
• Serve as backup for BVS exam resets.
• Prepare screenshots as needed for deposit platform systems training.
• Must be able to work independent and multi-task.
• Assist in special projects as needed.

Requirements

• Bachelor’s degree preferred or equivalent education or experience
• Minimum 3 years’ experience in retail banking and/or deposit operations in a financial institution
• Extensive knowledge of bank products and services; deposit operations, procedures, and systems specifically to Teller System, Account Opening System, Online Banking Services and Service Now Ticket items.
• Proficient in deposit application systems
• Proficient in IRA rules and regulations
• Proficient in Reg CC regulation
• Proficient in multi-state account documentation requirements
• Proficient in Legal matters in conjunction with opening accounts or transactions including POA & Trust
• Knowledge of Online Banking services
• Great computer skills with specific proficiency in Microsoft Office programs
• Provides excellent customer service
• Excellent organizational skills, ability to act in accordance to department policies without direct oversight
• Ability to write and explain processes and procedures
• Ability to communicate successfully over the telephone as well as manage multiple communication channels simultaneously (chat, email, telephone, instant message, etc.)
• Time management skills; ability to complete competing priorities and make decisions under tight time frames
• Good interpersonal, communication, and team work skills across various departments within the bank
• Continuous learner; ability to adapt quickly to changing technologies
• Ability to use data and information to suggest improvements to department management
• Familiar with related departments’ functions as applicable to deposit systems support
• Willingness to assist employees on a variety of different programs
• Maintains a high level of patience
• Periodic travel may be required for training or conversion purposes
• Ability to look ‘outside the box’ to recommend process improvements
• Participate in all required compliance training, including Bank Secrecy Act/anti-money laundering training, as well as internal and external training programs, online training, meetings, and seminars/conferences, etc.

Tech Stack

• Unity

Benefits

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