Real Estate Lending Help Desk Senior Analyst

Truist Bank • Richmond, VA

4d

About The Position

The Senior Analyst provides escalated support in the form of additional troubleshooting for the more complex issues/problems encountered by end-users escalated via the OSS Phone Analysts. Follows established procedures to determine a resolution that could not be resolved on the first initial triage attempt by the OSS Help Desk Phone Analyst. The OSS Senior Analyst escalates issues to Production Support and provides background on more complex issues that less experienced colleagues cannot resolve.

Requirements

• High school diploma or equivalent
• One to three years of Help Desk environment experience
• Excellent listening, verbal and written communication skills
• Ability to handle a busy stressful environment and maintain professionalism at all times
• Exceptional interpersonal, customer service, problem-solving, and conflict resolution skills.

Nice To Haves

• Associate's or Technical degree
• Three years of IT experience
• Knowledge of specific software/hardware
• Maintained a 3 or higher rating two years in a row for Employee year-end review
• Two years or more of experience in either: banking or finance industry (preferably mortgage).

Responsibilities

• Submit service now tickets to 2nd level support for issues OSS could not resolve.
• Stay up to date on all OSS open-escalations in addition to assigned web cases.
• Monitor and work AUS, Doc Management and OSS resolution E-mail boxes.
• Execute effectively in fast-paced environment within applicable service levels and procedures.
• Provide frequent updates from Level 2 support to the OSS Help Desk Phone Analysts.
• Assist with resolving infrastructure incidents and communicating resolutions back to the OSS Help Desk for awareness on new or known related workarounds.
• Stays up to date on daily communications provided by management or Knowledge Services Communications team.
• Adheres to OSS Scorecard goal expectations to meet/exceed goals as outlined by management.

Benefits

• All regular teammates (not temporary or contingent workers) working 20 hours or more per week are eligible for benefits, though eligibility for specific benefits may be determined by the division of Truist offering the position.
• Truist offers medical, dental, vision, life insurance, disability, accidental death and dismemberment, tax-preferred savings accounts, and a 401k plan to teammates.
• Teammates also receive no less than 10 days of vacation (prorated based on date of hire and by full-time or part-time status) during their first year of employment, along with 10 sick days (also prorated), and paid holidays.
• Depending on the position and division, this job may also be eligible for Truist’s defined benefit pension plan, restricted stock units, and/or a deferred compensation plan.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees