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Help Desk Phone Analyst

Iconma

Richmond, VA

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JOB DETAILS
SKILLS
Analysis Skills, Banking Services, Commercial Banking, Communication Skills, Correspondent Lending, Exceeded Sales Goal, Financial Services, Health Plan, Help Desk, High School Diploma, Identify Issues, Information Technology & Information Systems, Loan Origination, Loans, Operational Support Systems (OSS), Presentation/Verbal Skills, Problem Solving Skills, Product/Service Launch, Production Support, Regulatory Compliance, Resolve Customer Issues, Risk Management, Root Cause Analysis, Sales Closing Skills, Salesforce.com, Scorecarding, Software Administration, Systems Administration/Management, Training/Teaching, Writing Skills
LOCATION
Richmond, VA
POSTED
Today
Our client, is a Commercial Banking company, is looking for a Help Desk Phone Analyst for their Richmond, VA  location.
 
Responsibilities:
  • Initial/Primary Project Name(s): Lending Space Deprecation
  • Business Initiative/Purpose: Provide agumented help desk resources to support the migration of Correspondent Lending to Empower project
  • Project Team Size/Makeup:     2 resources to provide help desk service (Originations Servicing Support) for Correspondent Lending Teammates transition from Lending Space Loan Originations system to Empower
  • Help Desk Phone Analyst provides support in the form of troubleshooting and triaging activities for standard problems encountered by end-users to determine a Resolution and often provides educational training on various systems supported by Originations Servicing Support (OSS).
  • Each Phone Analyst Adheres to Compliance regulations and adheres to client Policies and Procedures related to the scenario. If the Phone Analyst is unable to resolve the related issue the call will get escalated to a more experienced OSS teammate to further triage and resolve the issue and/or work closer with Level 2 Production Support for a resolution.       
  • Troubleshoot, Analyze and Resolve related issues using available resources and tools
  • Report any new issues immediately to next level support and Management
  • Speak with end-users to resolve their issues quickly and determine a root cause
  • Support roll-out of new applications
  • Completes call logs in Salesforce on each call and works bulk requests in between calls
  • Educate each Teammate on each issue to ensure the end-users have an understanding on how to fix the issues on their end to save a 2nd call for the same issue.
  • Warm transfer callers to appropriate departments if the call comes in and OSS does not support the application.
  • Adheres all Risk Management Guidelines and stays up to date with Compliance Regulated courses as assigned by Compliance.
  • Stays up to date on Daily Communications provided by Management or Communications.
  • Adheres to OSS Scorecard Goal expectations to meet/exceed goals as outlined   
 
Requirements:
  • High school diploma or equivalent
  • 1-3 years Help Desk environment
  • Excellent listening, verbal, and written communication skills
  • Ability to handle a busy stressful environment and always maintain professionalism
  • Associate’s or Technical degree
  • 3 years of IT experience
  • Knowledge of specific software/hardware
  • Banking or financial services experience"         
 
Why Should You Apply?
  • Health Benefits
  • Referral Program
  • Excellent growth and advancement opportunities
 

About the Company

I

Iconma

ICONMA is a global information consulting management firm providing Professional Staffing Services and Project-Based Solutions for organizations in a broad range of industries.

  • Corporate Headquarters in Troy, Michigan; 20+ locations worldwide.
  • Certified Woman-Owned Business Enterprise (WBE); certified by Women’s Business Enterprise National Council, National Women Business Owners Corporation (NWBOC); and California Public Utilities Commission (CPUC).
  • Founded in 2000
  • 2000+ Employees

The company was founded on the principle that success is derived from delivering high quality service and resources in the most responsive, flexible, and innovative way. ICONMA invests in people and resources with a single goal: To provide our customers with the highest quality service in the most responsive manner. Through its network of offices, ICONMA provides the resources to help clients maintain their competitive advantage.

COMPANY SIZE
2,000 to 2,499 employees
INDUSTRY
Management Consulting Services
EMPLOYEE BENEFITS
401K, Employee Referral Program, Life Insurance
FOUNDED
2000
WEBSITE
https://www.iconma.com/