Jobs in Virginia 2026 (Now Hiring) - Smart Auto Apply
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Help Desk Phone Analyst
$29 - $34 / hour
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Overview
Job Description
- 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
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Submit 10x as many applications with less effort than one manual application.
