GENERAL JOB DESCRIPTION OF FULL-TIME BANK OPERATIONS / IT SUPPORT SPECIALIST:
Provide support to customers experiencing digital banking, balance, or account issues. Answer customer questions and provide support for customer balance inquiries, account maintenance questions, consumer deposit products, online banking, mobile banking, mobile deposit, bill pay, debit card, telephone banking, and any future banking products.
Meet with customers in person as necessary to problem solve and provide insights in account and service information. Assist in internal backend processing of files and follow procedures for bank operations and systems. Complete daily activities related to operations as assigned.
Provide light information technology (IT) support to employees, including basic troubleshooting of PC and peripheral issues, assisting with hardware installations or replacements as needed (such as monitors, keyboards, printers, scanners), and responding to employee technology-related requests. Work directly with the Bank’s network management and IT vendors to report issues, coordinate resolutions, and assist with system updates or maintenance as directed. Appropriate on-the-job training will be provided to support assigned information technology, network management and cybersecurity responsibilities.
Follow the Bank’s established policies and procedures relating to Information Technology and Customer Information Security. The position requires regularly working with confidential bank and customer information.
Competency in computer skills such as email, Excel, Word, Teams, etc. is requested. Understands and follows departmental standards. Adheres to and assists in advancing new banking solutions as necessary.
Strong verbal and written communication skills and customer service attitude skills. Excellent understanding of customer needs and impact of support related to work. Ability to prioritize multiple tasks and responsibilities while maintaining a high level of service. Effective at working in a fast-paced, dedicated team environment with shifting priorities.
Primarily work in a small team but be responsible for communicating effectively with coworkers in all department/branches regarding support and troubleshooting problems.
A great work environment for professional development in a challenging position with opportunity to learn more on the technical and application support side of banking. Training is provided in this position, and a good problem-solving personality is a plus.