Branch & Loan Support Desk Administrator

The Branch & Loan Support Desk Administrator supports the day-to-day performance and operational effectiveness of the Branch and Loan Support Desk. This role manages performance reporting, dashboards, schedules, and analytics to ensure service level and quality goals are met. The Administrator partners with leadership to identify trends, opportunities for improvement, and operational insights, while supporting reporting needs for executive leadership and internal audit. Strong analytical skills, attention to detail, and working knowledge of ServiceNow and support desk applications are key to success in this role.

• Timely data entry of Branch and Loan Support Desk agent scorecard data, comparison and trending data
• Collaboration with Team Leads and management on training material related to all aspects of Branch and Loan Support Desk technology, new and current programs, systems, and support channels including policies and procedures
• Manage work schedules to maximize agent efficiency and customer engagement across all support channels.
• Understand features and functionality of all current applications utilized by the Branch and Loan Support Desks
• Create and analyze weekly, monthly, and interim agent and team reports, providing data analysis of trends of team performance data, channel deficiencies, process improvements, etc. and create action plans to resolve
• Make necessary procedure updates/enhancements as processes change and/or create new procedures as additional support, technology and channels are discovered and implemented. This will require close collaboration with team leadership
• Support agent escalation to determine system issues that need to be reported and resolved. Following up regularly to ensure timely completion
• Complete Quality Control for Mobile Deposit, Bill Pay, External Transfer and Zelle limit increases.
• Serve as a backup on phones/ServiceNow tickets in times of high volume/staffing shortages

• Education: Bachelor’s degree preferred in a relevant field of work or equivalent combination of education and/or work-related experience
• Experience: 2+ years in support desk environment preferred, familiar with all aspects of reporting technology used to provide data analysis of performance
• Required Skills:
  • Metrics and Reporting
  • Proficient in utilizing all aspects of banking technology
  • Proficient in Microsoft Office programs
  • Advanced Proficiency in Excel
  • Advanced analytical and critical thinking skills, balanced with risk management
  • Proficiency in prioritizing tasks with excellent time management skills; ability to multi-task while maintaining detail and accuracy of work
  • Excellent interpersonal and customer service skills; collaborative
  • Self-starter with strong follow-up and follow-through on projects

• 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.