Description

SALARY RANGE

$45,000-$50,000

POSITION LOCATION

This position is eligible for a hybrid work arrangement. Currently 5 days of on-site work per month are required. 

POSITION PURPOSE

Responsible for providing exceptional service and an advanced level of support to the client base. Works with other Resource Center members to deliver faster turnaround times on requests and provide a higher percentage of first-contact resolution. Receives and answers application and technical questions and troubleshoots various system problems. Utilizes electronic ticketing system to support both internal and external clients and escalate requests to other departments and/or MDT partners. Courteously and promptly resolves questions and problems as assigned and maintains a professional relationship with clients.

DUTIES & RESPONSIBILITIES

• Act as an escalation point for the Contact Center to provide Level 2 support. 
• Act as a Subject Matter Expert (SME) for troubleshooting and researching various advanced system problems, such as: Symitar Core system, Online Banking, etc.
• Utilize advanced tools and methods to gather information to effectively troubleshoot.
• Lead monthly calls with the assigned client base and complete write-up of Executive Summaries. 
• Act as a point of contact for cases that are opened with Symitar on behalf of our clients. 
• Ensure that requests have the necessary detail before they are escalated/routed to another department. For example: Break-Fix/Fast Track tickets routed to Software Services. 
• Perform quality assurance (QA) testing on Break-Fix.
• Stakeholder participation in new product initiatives.
• Troubleshoot batch job issues within the Symitar Core System. 
• Research and troubleshoot Mobile Remote Deposit Capture requests.
• Assist with keeping department documentation current and accurate, including updating the Wiki and Knowledge Base.
• Interface with other departments for continuous improvement on delivery and service. 
• Provide and participate in cross-training as required. 
• Act as a liaison between other divisions throughout the organization. 
• Keep management team informed of progress towards established objectives and any significant challenges.
• Ensure that work area is clean, secure, and well maintained.
• Complete special projects as assigned, such as year-end tax reporting and participating in Beta projects.
• Embrace all other tasks and duties as assigned.

MINIMUM EDUCATION & EXPERIENCE REQUIREMENTS

• High school graduate or equivalent. 

REQUIRED KNOWLEDGE

• Thorough understanding of customer service practices.
• Knowledge of the Symitar core system.

EXPERIENCE REQUIRED

• Financial Institution experience (Symitar Preferred).
• Symitar core system.
• Experience in a professional client services position where client services was the primary job function.
• PC and associated hardware/software troubleshooting.

SKILLS/ABILITIES

• Ability to work with minimal supervision.
• Ability to manage multiple concurrent tasks.
• Ability to manage a variety of variables under limited standardization. 
• Strong problem-solving skills.
• Excellent oral and written communication skills.
• Willingness to assist others and work in a team environment. 
• Effective time management, organizational, and project management skills.

WORKING CONDITIONS

• No hazardous or significantly unpleasant conditions (such as in a typical office).
• Ability to cover different shifts.
• Occasional in-state and/or out-of-state travel including overnight.
• Long duration of computer workstation usage.

INTENT AND FUNCTION OF JOB DESCRIPTIONS

Job descriptions assist organizations in ensuring that the hiring process is fairly administered and that qualified employees are selected. They are also essential to an effective appraisal system and related promotion, transfer, layoff, and termination decisions. Well-constructed job descriptions are an integral part of any effective compensation system. 
All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate. 
In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.