Job Summary:
Carter Bank is seeking a Bank Help Desk Analyst to support retail and back office departments with core financial and banking applications. The role involves assisting retail branches with customer inquiries related to debit card transactions and online/mobile banking, as well as tracking and reporting issues to the Bank Help Desk Supervisor.
Responsibilities:
โข Communicates with branches and departments through telephone and email
โข Answers questions and offers advice and assistance to branch/department personnel regarding core applications such as DNA, Nautilus and Carter on the Go Admin
โข Provides assistance to branches about debit card transactions using Client Central
โข Provides assistance to branches in regard to Admin access of Carter on the Go and PartnerCare
โข Tracks all call inquiries and details according to established Bank Help Desk policies and procedures
โข Reports any issues that users find with the software or any changes/enhancements that need to be made to the Bank Help Desk Supervisor for further review
โข Recommends need for additional training over a particular area or concern of a particular individual to the Bank Help Desk Supervisor
โข Will notify Bank Help Desk Supervisor if there seems to be an issue that is or has the potential to affect other departments or the bank as a whole so it can be handled immediately
โข Attends training sessions that include but are not limited to Retail Branch Associates to ensure assistance offered is the same as given to branch through other channels
โข Responsible for monitoring and responding to Customer Service emails
โข Responsible for receiving Death Notification activities and disabling all ancillary services
โข Provide support to branches experiencing issues with the ATM by reporting issues to vendors for resolution
โข Responsible for monitoring and responding to Carter on the Go Web Messages
Qualifications:
Required:
โข High school diploma or equivalent required
โข Strong technical proficiency with financial and banking systems and software
โข Excellent customer service skills
โข Strong verbal and written communication skills
โข Ability to perform effectively in fast-paced environment
โข Ability to work within a team setting and independently, when needed
โข Knowledge of Microsoft Office products, especially Word and Excel
โข Standing, walking, bending and stooping required
โข Must be able to sit at a desk for long periods of time and use a computer
โข Must be able to occasionally move or lift up to 10 pounds
โข May be asked to work supplemental hours periodically
โข Limited travel required occasionally during and after business hours
Company:
Carter Bank is a community bank that offers loans, credit cards, personal, and business banking services. Founded in 1974, the company is headquartered in Martinsville, USA, with a team of 501-1000 employees. The company is currently Late Stage.