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OSS Help Desk Phone Analyst

Pyramid Consulting, Inc

Richmond, VA

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JOB DETAILS
SALARY
$30–$33 Per Hour
SKILLS
Analysis Skills, Artificial Intelligence (AI), Banking Services, Communication Skills, Consulting, Employee Benefits, Exceeded Sales Goal, Financial Services, Help Desk, Identify Issues, Information Technology & Information Systems, Mortgage, 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, Scorecarding, Short Messaging Service (SMS), Software Administration, Systems Administration/Management, Telephone Skills, Training/Teaching, Writing Skills
LOCATION
Richmond, VA
POSTED
3 days ago
Immediate need for a talented OSS Help Desk Phone Analyst . This is a 06 Months contract opportunity with long-term potential and is located in Richmond, VA (Onsite).Please review the job description below and contact me ASAP if you are interested.

Job Diva ID:  26-18753

Pay Range: $30-$33/hr.  Employee benefits include, but are not limited to, health insurance (medical, dental, vision), 401(k) plan, and paid sick leave (depending on work location).

Key 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.

Key Requirements and Technology Experience: 

  • Must have skills:Phone Call Support
  • Mortgage
  • Loan
  • 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
  • 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:
  • Associate’s or Technical degree
  • 3 years of IT experience
  • Knowledge of specific software/hardware
  • Banking or financial services experience
  • What does acting with Care mean to you? Answer- Models the behaviors of the Purpose, Mission, Values
  • How do you approach trouble shooting a technical/process problem with a teammate? Answer- using critical thinking skill, deescalated if needed, and leverage resources related to the issues
Our client is a leading Banking Industry , and we are currently interviewing to fill this and other similar contract positions. If you are interested in this position, please apply online for immediate consideration

Pyramid Consulting, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, colour, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

By applying to our jobs, you agree to receive calls, AI-generated calls, text messages, or emails from Pyramid Consulting, Inc. and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy here.

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Pyramid Consulting, Inc

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