Job Description
Our client, a Commercial Banking company, is looking for a OSS Help Desk Phone Analyst for their Richmond, VA location.
Responsibilities:
Requirements:
Why Should You Apply?
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:"
Requirements:
- Bachelor's Degree is NOT REQUIRED
- Initial/Primary Project Name(s): Staff Augmentation
- 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
Numbers & Facts
| Location | Richmond, VA |
| Industry | Management Consulting Services |
| Salary | $30.20–$35.20 Per Hour |
| Company Size | 2,000 to 2,499 employees |
| Year Founded | 2000 |
| Website | https://www.iconma.com/ |
Benefits
401K, Employee Referral Program, Life Insurance
About Company
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.
Skills
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