Customer Support Analyst - Branch Banking

1. About Our Client:

This organization serves community financial institutions by providing integrated technology and services that unify critical systems, security, cloud infrastructure, and support. With over 35 years of experience in the banking sector, it focuses on simplifying complexity, reducing risk, and strengthening daily operations for community banks.

2. About the Opportunity:

The Customer Support Analyst - Branch Banking role supports customers by addressing inquiries and issues related to branch banking products and services. This position contributes to customer satisfaction by resolving problems, educating users, and assisting in software updates, thereby ensuring effective and seamless service delivery.

3. Responsibilities:

• Provide support to customers for questions and issues related to business analytics report writing, branch account opening, and document storage products
• Respond to and prioritize service requests via phone, voicemail, and email
• Accurately assess customer requests to achieve satisfactory resolutions
• Log and track all requests using a customer management system
• Document resolutions for internal and external knowledge sharing
• Manage service request queues to meet established service level agreements
• Analyze service requests to identify trends and recommend improvements
• Collaborate with third-party vendors on customer-related matters
• Lead implementation of new software releases for branch banking products and services
• Participate in bank conversion, merger, or acquisition projects as needed
• Assist with projects and strategic initiatives
• Engage in training programs to improve product knowledge and service skills
• Perform other assigned duties

4. Requirements:

• Ability to learn and understand Fiserv Premier and related software including business analytics report writing
• Knowledge of MS Windows server application installations
• Ability to learn technical aspects of application installation and support
• Capacity to learn additional ancillary applications as needed
• Strong teamwork and collaboration skills
• Excellent verbal and written communication
• Ability to work independently and meet deadlines
• Strong analytical, problem-solving, and troubleshooting skills
• Proficiency with various computer software applications
• Ability to manage and prioritize multiple tasks with attention to detail
• Willingness to take ownership and accountability for responsibilities
• Commitment to continuous improvement and supporting community banks

5. Pay Range and Compensation Package:

The pay range and compensation package for this role will be determined based on the candidate’s experience, skills, and other relevant factors.

Equal Opportunity Statement:

Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.

Note:

RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.