Service & Support Specialist

Ponce Bank•Bronx, NY

58d

About The Position

Supports the Bank's performance, profitability, and reputation by serving as a trusted internal service partner. Provides timely, accurate, and professional support to employees across the organization, ensuring operational efficiency, and compliance. The Service & Support Specialist is the primary point of contact for employees seeking assistance with bank processes, systems, and operational procedures through the internal support hotline. This role ensures prompt resolution of inquiries, identifies opportunities for process improvement, and strengthens employee knowledge through guidance and training. The Specialist collaborates across departments and participates in testing new systems and functionality to ensure employees have the resources needed for the delivery of excellent service to customers.

Requirements

Excellent verbal and written communication skills (Spanish a plus).
Strong customer service, active listening, and interpersonal skills.
Ability to remain calm and professional under pressure.
Strong organizational and time management skills.
Knowledge of retail bank products, services, and related operating procedures.
Familiarity with current banking regulations and compliance standards.
Proficiency with Microsoft Office, core banking systems, and web-based platforms.
Associate's degree or equivalent in Business, Finance, or a related field preferred.
Minimum of two (2) years of experience in retail banking, banking operations, call center, or employee support roles.

Nice To Haves

Experience with case management or ticketing systems preferred.

Responsibilities

Serve as the first point of contact for internal hotline support inquiries across all departments.
Provide expert guidance on operational procedures, account maintenance, system navigation, and basic technology troubleshooting.
Log, track, and resolve support requests.
Collaborate with front-line staff and specialized departments (Operations, IT, Compliance, etc.) to ensure accurate and consistent communication and timely resolution of escalated issues.
Create, update, and share internal support documentation, FAQs, and training resources.
Participate in testing, upgrades, and implementation of new core and third-party systems.
Regularly analyze support trends and recommend system enhancements, workflow improvements, and staff training initiatives.
Stay current with bank products, services, policies, and regulatory requirements to provide accurate support.
Proactively identify knowledge gaps and recommend development opportunities for staff.
Occasional travel to other locations as needed to ensure operational consistency, employee support, and service excellence.
Assures adherence to Bank policies and procedures and federal and state regulatory requirements.
Provides cross-functional support to other areas of the department and the Bank where service or assistance is needed.
Perform tasks which are supportive in nature to the essential functions of the job, but which may be altered or re-designed depending upon individual circumstances.