Support Engineer

• Ongoing availability for walk-up questions for TSR department
• Monitor and coach to real-time queue health, focusing on incoming customer contacts, service levels, and agents productivity (assisting workforce analyst and managing queues)
• Assist in coordination efforts of service incidents
• Provide insights on real-time call volume trends as needed
• Documentation of walk-up topics to inform leaders and training team on trends for both new hire and ongoing continuation training opportunities for TSRs
• Supplemental training to TSRs based on walk-up trends, products, etc.
• Act as peer leader for other TSRs on their team, in coordination with Supervisors
• Additional tasks as assigned

Lead Technical Support Representative

Divisional Pricing Support Analyst

Transaction Branch Support Analyst

Treasury Management Sales Support Analyst

Project Customer Support Analyst