Provide support to Navanta customers for questions, issues, incidents, problems related to digital banking products and services
Answer, evaluate and prioritize service requests received via phone, voicemail, email, etc. specifically related to digital banking products and services
Accurately assess our customer’s requests using targeted and detailed questions to fully comprehend the need, leading to a satisfactory resolution
Log and track all requests using the Navanta customer management tracking system, including documenting all actions taken to resolve requests
Document resolutions in a central location for knowledge sharing internally and with customers
Manage service request queue to ensure that customer communication is timely and meets established SLA’s
Analyze and evaluate service requests to identify trends and make recommendations
Work with third party vendors on behalf of Navanta and our customers
Assist in implementation of new software releases for digital banking products and services
Participate on bank conversion/merger/acquisition teams as needed
Assist with projects and strategic initiatives as assigned
Participate in training programs to continuously improve product knowledge and service skills
Other duties as assigned

Bachelor’s degree required or High School Diploma or general education degree (GED) with work experience equivalent
Three (3) years prior experience in bank/financial industry desired
Three (3) years prior experience in direct client support desired
Prior experience with Fiserv digital banking software desired

Customer Support – Digital Banking Analyst

Key skills