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Retail Ops Help Desk Analyst-02011

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POST DATE 9/7/2016
END DATE 10/21/2016

First Niagara Amherst, NY

Company
First Niagara
Job Classification
Full Time
Company Ref #
5000132966106
AJE Ref #
576108657
Location
Amherst, NY
Experience
Mid-Career (2 - 15 years)
Job Type
Regular
Education
Associates Degree

JOB DESCRIPTION

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Job Description

Required Skills:

* Associates Degree or equivalent experience

* Five years of banking experience in a retail bank environment

* Previous help desk experience preferred

* Call Center experience preferred

* Strong phone etiquette

* Customer Service, Listening and Communication skills, Strong analytical abilities, excellent organization and attention to detail

* Ability to remain calm under pressure and to be able to work in a fast pace environment

* Excellence in influencing and negotiating skills and organizational savvy

* Ability to understand and interpret complex business problems

* Strong decision making/judgment and ability to assess legal and financial risk

* Business acumen -- banking systems including, but not limited to, Zeus, Appro, Intracheck, IVault, SFA, Enterprise analytics and Contact Center

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Overview:

Responsible for servicing the operational needs of the branches across all regions, including back office areas.

Key Responsibilities:

* Field and answer questions from the branch network and back office areas on a variety of questions.

* Identify and address process improvements to enhance operations efficiencies by identifying processes and educational materials that will reduce questions, errors and ultimately mitigate risk to branches.

* Accountable for meeting established call standards.

* Manage day to day call volume.

* Utilize various bank systems efficiently.

* Identify and escalate trends or priory issues.

* Follow up on branch calls, as necessary.

* Develop, review and facilitate modification of Retail Banking operational procedures and documents to accommodate compliance issues, as well as products and/or services for a growing network of branches.

* Works collaboratively with other Branch Ops areas to ensure that operations memos are properly interpreted and applied.

* Works closely with Branch Ops Policy & Procedures to ensure that bank policies and procedures are kept up to date.

* Works with Branch Operations team, branches, back office areas to arrive at sound, win-win decisions.

* Ability to work evenings, weekends and longer hours during bank mergers, acquisitions or unforeseen circumstances.

* To provide support to unforeseen system issues that affect part of or the entire branch network.

* Ability to work with and identifying varying knowledge levels.

* Must adhere to pertinent laws, regulations , First Niagara's Compliance Policy and external compliance requirements.

EEO/AA Minority/Female/Disability/Veteran

4224 Ridge Lea Rd., Amherst, New York 14226

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled