Supports the day-to-day performance and operational effectiveness of the Branch and Loan Support Desk
Manages performance reporting, dashboards, schedules, and analytics to ensure service level and quality goals are met
Collaborates with leadership to identify trends, opportunities for improvement, and operational insights
Supports reporting needs for executive leadership and internal audit
Timely data entry of Branch and Loan Support Desk agent scorecard data
Comparison and trending data
Collaboration with Team Leads and management on training material related to all aspects of Branch and Loan Support Desk technology
Manage work schedules to maximize agent efficiency and customer engagement across all support channels
Creates and analyzes weekly, monthly, and interim agent and team reports, providing data analysis of trends of team performance data, channel deficiencies, process improvements, etc. and create action plans to resolve
Completes Quality Control for Mobile Deposit, Bill Pay, External Transfer and Zelle limit increases
Serves as a backup on phones/ServiceNow tickets in times of high volume/staffing shortages

Requirements

Bachelor’s degree preferred in a relevant field of work or equivalent combination of education and/or work-related experience
2+ years in support desk environment preferred, familiar with all aspects of reporting technology used to provide data analysis of performance
Metrics and Reporting
Proficient in utilizing all aspects of banking technology
Proficient in Microsoft Office programs
Advanced Proficiency in Excel
Advanced analytical and critical thinking skills, balanced with risk management
Proficiency in prioritizing tasks with excellent time management skills; ability to multi-task while maintaining detail and accuracy of work
Excellent interpersonal and customer service skills; collaborative
Self-starter with strong follow-up and follow-through on projects

Benefits

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

data analysisperformance reportinganalyticsquality controlbanking technologyMicrosoft OfficeExcelreporting technologymetricscritical thinking

Soft Skills

interpersonal skillscustomer servicecollaborationtime managementmulti-taskingattention to detailself-starterfollow-upfollow-throughanalytical skills