Background Investigation, Banking Operations, Banking Services, Business Process Management, Cisco Unity, Communication Skills, Computer Skills, Customer Support/Service, Documentation, Help Desk, Identify Issues, Internet/Online Service, Interpersonal Skills, Legal, Mail Processing, Mainframe Computer, Microsoft Office, Multitasking, Online Banking, Operations Processes, Organizational Skills, Policy Development, Procedure Development, Process Improvement, RSS (RDF Site Summary), Regulations, Resolve Customer Issues, Retail Banking, ServiceNow, Staff Training, Systems Administration/Management, Team Player, Time Management, Transaction Processing/Management, Willing to Travel, Writing Skills
LOCATION
Greenville, South Carolina
POSTED
25 days ago
Overview:
Provides system support and internal customer service support to employees on the core mainframe system and deposit software programs (i.e. Integrated Teller, Unity Director and BPM) and works Service Now Tickets in a “help desk” type environment. Assists employees with questions related to system processes as well as internal procedures related to customer service functions in the branches. Maintains knowledge of program changes and creates procedures for call support. Provides support on new releases/programs when implemented. Assists in the acquisition/merger of other financial institutions.
What You’ll Do:
Assist in answering questions by phone, Service Now Tickets or emails from employees on programs including, but not limited to Integrated Teller, BPM, Unity, Director, Premier Navigator, Centrix, ACH Trace # lookup, Minitech Dual Locks, Harland Check Order Verification Process, On-Line Banking to include, Q2 Central, Q2 Co-Pilot, Ensenta, and Bill Pay-Partner Care
Assist in specific transaction processing included but not limited to Stop Payments, new account set-up and maintenance; teller transactions to include CTRs & Holds; Teller Source Capture and TCRs
Assist in answering Service Now Ticket items for On-line Banking and responsible for escalating to proper departments if needed
Assist in answering Service Now Ticket items for Branch Support items responsible for escalating to proper departments if needed
Computer-shadowing and inquiry resolution for both winterm and pc users.
Prepare Flag Half Staff Email Notices when originating from the United States President
Assign U-Suggest items to appropriate departments based on topic
Advanced support of new branches during merger and acquisitions
Regularly communicate with Training and Regional Support Specialist Teams
Assist in recommending and developing changes to department policies and procedures
Resolves caller complaints in a tactful and effective manner
Train other employees on systems and processes as needed
Log issues in tracking system to identify reoccurring issues that need to be reported to training
Participate in testing, documenting and implementing new deposit releases including Fiserv core releases (Premier), Fiserv programs such as BPM and Integrated Teller in order to support branch questions
Assist the Training Department, RSS group and Deposit Operations with developing material necessary for new releases/upgrades and/or procedural and operational changes
Update operational bulletins as identified
Serve as backup for BVS exam resets
Prepare screenshots as needed for deposit platform systems training
Must be able to work independent and multi-task
Assist in special projects as needed
Requirements For Success:
Bachelor’s degree preferred or equivalent education or experience
Minimum 3 years’ experience in retail banking and/or deposit operations in a financial institution
Extensive knowledge of bank products and services; deposit operations, procedures, and systems specifically to Teller System, Account Opening System, Online Banking Services and Service Now Ticket items.
Proficient in deposit application systems
Proficient in IRA rules and regulations
Proficient in Reg CC regulation
Proficient in multi-state account documentation requirements
Proficient in Legal matters in conjunction with opening accounts or transactions including POA & Trust
Knowledge of Online Banking services
Great computer skills with specific proficiency in Microsoft Office programs
Provides excellent customer service
Excellent organizational skills, ability to act in accordance to department policies without direct oversight
Ability to write and explain processes and procedures
Ability to communicate successfully over the telephone as well as manage multiple communication channels simultaneously (chat, email, telephone, instant message, etc.)
Time management skills; ability to complete competing priorities and make decisions under tight time frames
Good interpersonal, communication, and team work skills across various departments within the bank
Continuous learner; ability to adapt quickly to changing technologies
Ability to use data and information to suggest improvements to department management
Familiar with related departments’ functions as applicable to deposit systems support
Willingness to assist employees on a variety of different programs
Maintains a high level of patience
Periodic travel may be required for training or conversion purposes
Ability to look ‘outside the box’ to recommend process improvements
Participate in all required compliance training, including Bank Secrecy Act/anti-money laundering training, as well as internal and external training programs, online training, meetings, and seminars/conferences, etc.
Conditions of Employment:
Must be able to pass a criminal background & credit check.
FLSA Status
Non-Exempt
SUPERVISORY RESPONSIBILITY
This position does not manage employees.
POSITION TYPE
This is a full-time position that requires schedule flexibility to work evenings and weekends as needed.
TRAVEL
This position requires up to 10%
OTHER
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.