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Help Desk Phone Analyst

ICONMA, LLC

Richmond, VA(remote)

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JOB DETAILS
SALARY
$29–$34 Per Hour
SKILLS
Analysis Skills, Banking Services, Commercial Banking, Communication Skills, Exceeded Sales Goal, Financial Services, Health Plan, Help Desk, Identify Issues, 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(remote)
POSTED
2 days ago
Our Client, a Commercial Banking company, is looking for an OSS Help Desk Phone Analyst for their Richmond, VA/Remote location.
 
Responsibilities:
  • 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.                       
 
Requirements:
  • 1-3 years Help Desk environment
  • Excellent listening, verbal, and written communication skills
  • Ability to handle a busy stressful environment and always maintain professionalism
  • 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:              
  • Banking or financial services experience"                     
 
Why Should You Apply?

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ICONMA, LLC

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