SUMMARY/OBJECTIVES

The position VIP Support Specialist I is to facilitate the resolution of Tier 1 support requests for the Deposit/Consumer Bank Operations department or Loan Operations department. This includes receiving, prioritizing, documenting and actively resolving employees’ requests and escalating when considered appropriate and necessary to maintain SLA expectations. The resolution will provide clear and concise solutions on policy and procedures to the line and partners. Support requests will be generated in one of two ways: via the service desk software (ServiceNow) or via the telephone.

ESSENTIAL FUNCTIONS

• Ability to multitask in a fast-paced environment, while ensuring a high level of accuracy and providing exceptional customer service.

• Respond & resolve support requests assigned to the VIP Deposit Support Team or VIP Loan Support Team within established Service Level Agreements, to include but not limited to:

o Core (FiServ) Support

o ACH and Debit Card Questions

o Holds and Stop Payment Questions

o Customer Identification Program/ Beneficial Owner Questions

o Account set up and maintenance assistance

o Account Title Questions

o Foreign Customer Questions

o Chargeback Questions

o General Wire Inquiries

o Statement and Transaction research

o Guidance with branch operational procedures

OR

o Automatic Transfers

o Fee Maintenance

o Code Maintenance

o Collateral Release Questions

o Address Changes

o Payoff Quotes

o Statement Research

• Field incoming requests to the Support Desk via both telephone and ServiceNow to ensure courteous, timely and effective resolution of employees’ issues

• Document all pertinent employee identification information, including name, contact information and nature of request or issue.

• Build rapport and elicit request/issues details from Support Desk customers.

• Prioritize and schedule requests/issues. Escalate requests/issues (when required) to the appropriate department

• Utilize policies, procedures, knowledge bases, and additional resources on the Intranet to aid in resolution

• Where applicable share with customer procedures for future reference.

• Alert management to emerging trends in requests or incidents.

• Interact courteously and tactfully with managers, co-workers, and customers

• Maintain all required performance standards and quality service expectation levels.

OTHER DUTIES

• Accepts other duties as assigned.

COMPETENCIES

• Basic math skills; calculate interest and balance accounts; add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals; locate routine mathematical errors.

• Effective oral, written and interpersonal communication skills with the ability to apply common sense to carry out instructions, interpret documents, understand procedures, write reports and correspondence, and speak clearly to customers and employees.

• Very detail oriented

• Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.

• Effective/good organizational and time management skills.

• Advanced typing and 10-key skills, with strength on accuracy and speed, to meet production needs of the position.

• Ability to work under minimal supervision while performing duties.

• Ability to follow documented procedures.

• Ability to independently research information to locate and answer support questions when documented procedures are not available.

Qualifications and Education Requirements

• Education: High School Diploma or GED required; College degree in related field is preferred

• Experience: Minimum of 2 years banking experience is required. Experience with FiServ systems software is preferred.

TRAINING REQUIREMENTS/CLASSES

New Employee Orientation

New Hire Training

Required annual compliance training

RECOMMENDED ADDITIONAL TRAINING

Continual Education as identified

Supervisory Responsibility

This position has no supervisory responsibilities.

PHYSICAL DEMANDS/WORK ENVIRONMENT

Must be able to sit for long periods of time. Must be able to effectively access and interpret information on computer screens, documents, and reports.

TRAVEL

This position requires minimal travel.