About this role
Role Overview
- Answers, evaluates and prioritizes service requests received via phone, voicemail, email, etc. specifically related to banking software support.
- Logs and tracks all requests using company’s customer management tracking system, including documenting all actions taken to resolve requests
- Assists in implementation of new software releases for applications responsible for supporting bank processing
- Documents resolutions in a central location for knowledge sharing internally and with customers
- Participates on bank conversion/merger/acquisition teams as needed
- Assists with Major Projects and Initiatives as assigned
- Participates in assessments, project planning and client meetings
- Works with third party vendors on behalf of customers
- Analyzes and evaluates service requests to identify trends and make recommendations
- Other duties as assigned
Requirements
- 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 Premier Deposit & General Ledger Core banking software desired