Help Desk Phone Analyst
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Overview
Remote
On-site
Compensation
$29-$34/hour
Job Description
Our Client, a Commercial Banking company, is looking for an OSS Help Desk Phone Analyst for their Richmond, VA/Remote location.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.
- 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:
- Banking or financial services experience"
- Health Benefits
- Referral Program
- Excellent growth and advancement opportunities
Automate your job search with Sonara.
Submit 10x as many applications with less effort than one manual application.
FAQs About Help Desk Phone Analyst Jobs at ICONMA, LLC
What is the work location for this position at ICONMA, LLC?
This job at ICONMA, LLC is located in Richmond, VA, according to the details provided by the employer. Some roles may also include multiple work locations depending on the requirement.
What pay range can candidates expect for this role at ICONMA, LLC?
Candidates can expect a pay range of $29–$34 per hour for this role.
What employment applies to this position at ICONMA, LLC?
The employer has not provided this information. This may be discussed during the hiring process.
What is the process to apply for this position at ICONMA, LLC?
You can apply for this role at ICONMA, LLC either through Sonara's automated application system, which helps you submit applications 10X faster with minimal effort, or by applying manually using the direct link on the job page.