Application Support Specialist 2 (Loan Support)

Provides in-house technical system support for end users of the bank’s information systems and works with external vendors to resolve software issues.

Responsibilities

• Perform end-user software support for banking applications via phone, email, and onsite.
• Oversee daily performance of banking software, answering user inquiries and resolving issues through technical manuals, vendor support, or user collaboration.
• Provide leadership and direction to other departments for successful implementation and support.
• Prioritize and validate customer needs for product changes and enhancements.
• Manage escalated support tickets from front-line support, researching issues and escalating to vendor support as needed.
• Complete change management requests and represent changes in accordance with policies and procedures.
• Modify and execute company policies affecting immediate operations and potentially company-wide impact.
• Research and analyze basic and complex issues related to organizational processes and systems; recommend improvements for efficiency and practices.
• Simulate and test process improvements; communicate changes to business units and provide training as needed.
• Troubleshoot and develop technical solutions for software issues, independently or as part of a team.
• Create workaround procedures when standard processes fail and ensure timely issue resolution.
• Escalate urgent problems requiring in-depth knowledge to appropriate resources.
• Serve as a project implementer for small to medium initiatives, ensuring predictable and consistent project delivery.
• Actively participate with product development teams to define requirements.
• Consult with clients to address information processing and computation needs.
• Determine functionality of pre-developed application packages and adapt them to user environments.
• Develop and maintain a full understanding of banking software applications and stay current with industry trends and best practices.
• Test, maintain, and monitor computer and application server programs, coordinating installations as needed.
• Understand and adhere to all bank policies, laws, and regulations; complete compliance training and follow internal processes and controls.
• Report compliance issues or violations of law/regulations according to bank policies.
• Perform other job-related duties or special projects as assigned.

Requirements

• 2-3 years of experience in Loan Origination, Operations, Servicing, or Training.
• Experience with Fiserv Premier (formerly Navigator), including specification setup and/or file maintenance functions.
• Proficiency in Microsoft Word, Excel, and other financial system software.
• Proven ability to understand complex business and technical concepts.
• Hands-on vendor management experience related to issue management and escalation.

Preferred Skills

• Adaptability and flexibility in a dynamic, fast-paced environment.
• Strong problem-solving skills.
• Effective communicator.
• Organized and detail-oriented.
• Ability to work independently with a team orientation.
• Time-efficient in managing multiple projects.

Working Environment

• Mostly indoor work with occasional exposure to outdoor elements or hazards.
• Occasional lifting and/or carrying up to 10 pounds.
• Occasional after-hours and/or weekend work.
• Eligible for hybrid work-from-home opportunity after completing onboarding.