Our client, a Commercial Banking company, is looking for a OSS Help Desk Phone Analyst for their Richmond, VA location.
Responsibilities:
Provide help desk resources to support case demand for Real Estate Lending (REL) Business Segments and backfill FTE position
Project Team Size/Makeup: 1 resources to provide help desk service (Originations Servicing Support) for REL Business Segments
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:"