Bank Help Desk Supervisor

Carter Bank•Martinsville, VA

14d

About The Position

The Bank Help Desk Supervisor oversees the Bank Help Desk staff to ensure end users and customers are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of Bank Help Desk functions. The Bank Help Desk Supervisor also contributes to problem resolution by giving in-person, hands-on support to end users at the desktop level.

Requirements

High school diploma or equivalence required
Thorough understanding of bank operations, processes, and procedures required
Strong technical proficiency with financial and banking systems and software
Excellent customer service skills
Basic leadership skills
Intermediate analysis skills
Strong problem solving skills
Strong verbal and written communication skills
Ability to perform effectively in fast-paced environment
Knowledge of Microsoft Office products, especially Word and Excel
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

Responsibilities

Performs all Bank Help Desk functions, answers questions, and gives guidance to the Bank Help Desk Analysts
Communicates with branches and departments through telephone and email
Answers questions, offers advice and assistance to branch/department personnel regarding DNA operating system, Nautilus, Carter on the Go applications
Provides assistance to branches with customers that have debit card transactions using Client Central
Provides assistance to branches for customers having issues in regard to administrative access of Carter on the Go, PartnerCare, ClickSwitch, and other digital ops applications
Reports the approval/denial process of accounts opened through Instant Open to branch associates
Reports any issues that users find with the software or any changes/enhancements that need to be made and approved to the Bank Operations Director
Responds to Customer Service emails received through the bank’s corporate website
Responds to ATM Support emails received by the branches and reports those issues to Fiserv’s ATM Services/Card Services
Responds to Web Messages received through online/mobile banking
Monitors call inquiries received through the Bank Help Desk to identify when additional training may be needed across the board, for a particular area/region or branch associate
Monitors call inquiries received through the Bank Help Desk to identify issues that may affect the bank or other departments that require immediate attention; this may include inquiries from Retail, IT, Customer Contact Center, Digital Operations, and other areas
Responsible for managing the Bank Help Desk staff, scheduling and approving Paid Time Off (PTO), monitoring overtime and approving timecards for employees, providing input about performance, and other related human resources duties