Customer Support Analyst – Branch Banking

This is a fully remote position, open to applicants in United States.

📋 Description

• Provide assistance to Navanta clients regarding branch banking products, services, concerns, incidents, and challenges

• Respond to, evaluate, and prioritize service requests received via phone, voicemail, and email

• Analyze customer inquiries using targeted questions and facilitate satisfactory resolutions

• Record and monitor requests in Navanta’s customer management tracking system

• Document actions and resolutions for both internal records and customer knowledge sharing

• Manage the service request queue to guarantee timely communication and compliance with service level agreements (SLAs)

• Evaluate service requests to identify trends and provide recommendations

• Collaborate with third-party vendors on behalf of Navanta and its clients

• Oversee the implementation of new software releases for Branch Banking products and services

• Participate in bank conversion, merger, and acquisition teams as required

• Assist with projects and strategic initiatives

• Engage in training programs to enhance product knowledge and service capabilities

• Educate clients on supported products

⛳️ Requirements

• Bachelor’s degree required, or a high school diploma/GED with equivalent work experience

• A minimum of three years of experience in the banking or financial sector is preferred

• At least three years of experience in direct client support is preferred

• Previous experience with teller and scanning software is desired

• Capability to learn and understand Fiserv Premier and Fiserv ancillary software, including Business Analytics Report Writing

• Familiarity with MS Windows server application installations

• Ability to grasp technical aspects of application installation and support

• Willingness to learn additional Fiserv ancillary applications as needed

• Exceptional verbal and written communication skills

• Ability to work independently without direct supervision

• Capability to perform effectively under deadline pressures

• Strong analytical skills, creative problem-solving, and troubleshooting abilities

• Aptitude for managing and prioritizing multiple tasks and projects accurately with attention to detail

• Ability to thrive in a team-oriented, collaborative environment

• Proficiency in using computers and various software applications

• Ability to occasionally lift and carry up to 25 pounds

🏝️ Benefits

• Full-time position

• Monday through Friday, 8a–5p schedule

• Occasional travel may be required