Branch Support Desk Specialist

Join our dynamic team as a System Support Specialist, where you'll provide essential support and exceptional customer service to our employees. You'll be the go-to expert for our core mainframe system and deposit software programs, ensuring smooth operations and assisting with system processes and internal procedures. This role is pivotal in maintaining our high standards of service and supporting our growth through acquisitions and mergers.

• 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.

• • Minimum 3 years in retail banking and/or deposit operations.
  • Extensive knowledge of bank products, services, and systems.
  • Proficient in deposit application systems, IRA rules, Reg CC, and multi-state account documentation.
  • Strong computer skills, especially in Microsoft Office.
  • Excellent organizational, communication, and customer service skills.
  • Ability to write and explain processes and procedures clearly.
  • Time management skills and the ability to handle competing priorities.
  • Team player with good interpersonal skills.
  • Continuous learner with the ability to adapt to new technologies.
  • High level of patience and problem-solving skills.
  • Ability to recommend process improvements and participate in compliance training.
• Preferred Skills:
  • Experience with Fiserv core releases, BPM, and Integrated Teller.
  • Experience in training and developing materials for new releases/upgrades.

• Must be able to pass a criminal background & credit check
• This is a full-time, non-remote position

FLSA Status:

• Non-Exempt

Ready to take your career to the next level? Apply now and become a vital part of our team!

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.