POSITION TITLE: Branch Help Desk Analyst
FLSA STATUS: Non-Exempt

SUMMARY:
The Branch Help Desk Analyst supports branch and back office departments with the core financial and banking applications used in the bank and reports change/enhancement requests to the Branch Help Desk Supervisor for further research. This position also assists branches with customers who have debit card transaction questions/issues and online/mobile banking administration needs and navigation.

ESSENTIAL JOB FUNCTIONS:
* Communicates with branches and departments through telephone and email
* Answers questions and offers advice and assistance to branch/department personnel regarding core applications such as DNA, Nautilus and Carter on the Go Admin
* Provides assistance to branches about debit card transactions using Client Central
* Provides assistance to branches in regard to Admin access of Carter on the Go and PartnerCare
* Tracks all call inquiries and details according to established Branch Help Desk policies and procedures
* Reports any issues that users find with the software or any changes/enhancements that need to be made to the Branch Help Desk Supervisor for further review
* Recommends need for additional training over a particular area or concern of a particular individual to the Branch Help Desk Supervisor
* Will notify Branch Help Desk Supervisor if there seems to be an issue that is or has the potential to affect other departments or the bank as a whole so it can be handled immediately
* Attends training sessions that include but are not limited to Retail Branch Associates to ensure assistance offered is the same as given to branch through other channels
* Responsible for monitoring and responding to Customer Service emails
* Responsible for receiving Death Notification activities and disabling all ancillary services
* Provide support to branches experiencing issues with the ATM by reporting issues to vendors for resolution
* Responsible for monitoring and responding to Carter on the Go Web Messages

JOB REQUIREMENTS:
* High school diploma or equivalent required

KNOWLEDGE/SKILLS REQUIRED:
* Strong technical proficiency with financial and banking systems and software
* Excellent customer service skills
* Strong verbal and written communication skills
* Ability to perform effectively in fast-paced environment
* Ability to work within a team setting and independently, when needed
* Knowledge of Microsoft Office products, especially Word and Excel

PHYSICAL AND MENTAL QUALIFICATIONS:
* Standing, walking, bending and stooping required
* Must be able to sit at a desk for long periods of time and use a computer
* Must be able to occasionally move or lift up to 10 pounds
* May be asked to work supplemental hours periodically
* Limited travel required occasionally during and after business hours