Job Description

Bank Help Desk Analyst

The Bank Help Desk Analyst supports retail and back office departments with the core financial and banking applications used in the bank and reports change/enhancement requests to the Bank Help Desk Supervisor for further research. This position also assists retail branches with customers who have debit card transaction questions/issues and online/mobile banking administration needs and navigation.

Essential Job Functions

• Communicates with branches and departments through telephone and email
• Answers questions and offers advice and assistance to branch/department personnel regarding core applications such as DNA, Nautilus and Carter on the Go Admin
• Provides assistance to branches about debit card transactions using Client Central
• Provides assistance to branches in regard to Admin access of Carter on the Go and PartnerCare
• Tracks all call inquiries and details according to established Bank Help Desk policies and procedures
• 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
• Recommends need for additional training over a particular area or concern of a particular individual to the Bank Help Desk Supervisor
• 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
• 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
• Responsible for monitoring and responding to Customer Service emails
• Responsible for receiving Death Notification activities and disabling all ancillary services
• Provide support to branches experiencing issues with the ATM by reporting issues to vendors for resolution
• Responsible for monitoring and responding to Carter on the Go Web Messages

Job Requirements

• High school diploma or equivalent required

Knowledge/Skills Required

• Strong technical proficiency with financial and banking systems and software
• Excellent customer service skills
• Strong verbal and written communication skills
• Ability to perform effectively in fast-paced environment
• Ability to work within a team setting and independently, when needed
• Knowledge of Microsoft Office products, especially Word and Excel

Physical and Mental Qualifications

• Standing, walking, bending and stooping required
• Must be able to sit at a desk for long periods of time and use a computer
• Must be able to occasionally move or lift up to 10 pounds
• May be asked to work supplemental hours periodically
• Limited travel required occasionally during and after business hours

The above statements are intended to describe the general nature and level of work being performed by the incumbent assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and/or skills required of all personnel so classified.

Not a contract

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