Deposit Helpdesk Analyst

About the role

Provide Deposit Support to the bank’s Retail and Commercial teams. The Deposit Helpdesk Analyst will be proactive in understanding all aspects of Deposit Operations to continually expand their knowledge and skills, ensuring quick resolutions to support requests.

Responsibilities

• Respond quickly and accurately to service requests in a professional and courteous manner based on established Service Level Agreements.
• Investigate and resolve customer problems and inquiries in a timely manner based on established Service Level Agreements.
• Know when to ask for assistance—do not allow requests to go unresolved.
• Maintain a working knowledge of systems used within the Deposit Operations area.
• Proactively assess processes and procedures to provide input to management on improvements and/or efficiencies that may enhance workflow and client experience.
• Promote and maintain a positive working environment.
• Develop in-depth knowledge of bank products and services and general operating procedures.
• Maintain a working knowledge of all processes within Deposit Operations.
• Participate in special projects as needed.
• Perform other related duties as assigned.

Requirements

• High school diploma or equivalent required.
• Minimum of 1 year of job-related experience.
• Strong knowledge of bank operations, policies, and procedures.
• Exceptional communication skills, both written and oral.
• Ability to work under pressure and time restrictions.
• Strong problem-solving skills.
• Must be a motivated self-starter with the ability to quickly analyze facts and determine an appropriate course of action to resolve problems with minimal supervision.
• Ability to understand complicated instructions and carry them out with minimal assistance.
• Excellent analytical and problem-solving skills.
• Proficiency in various roles within the Technology Center to provide utility relief.
• Ability to adjust to flexible working hours.

Physical Demands

The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

• Frequently required to stand or sit; kneel, stoop, or squat; use hands or fingers to handle or feel objects, tools, or controls; reach with hands and arms; and talk or hear.
• Occasionally required to walk.
• Must occasionally lift and/or move up to 25 pounds.
• Specific vision abilities required include close vision, peripheral vision, depth perception, and the ability to focus.

Work Environment

The Bank’s professional working environment requires employees to:

• Communicate effectively, both verbally and in writing.
• Demonstrate strong interpersonal skills when working closely with internal business partners and external clients.
• Uphold confidentiality at all times, as employees may be exposed to confidential and proprietary information.
• Follow detailed instructions and procedures to safeguard the Bank’s employees, customers, and assets, especially in high-risk situations (e.g., robbery).