Bank Help Desk Analyst

Carter Bank • Martinsville, VA

1d

About The Position

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.

Requirements

• High school diploma or equivalent 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

Responsibilities

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED