At/ Operations Help Desk Analyst

AT/Operations Help Desk Analyst

New York City, New York

Salary Range- $70,000 - $85,000.

General Description:

The Operations Help Desk Analyst is considered the single point of contact that provides operational support to Apple Bank’s retail banking network of employees and back office staff on processes and procedures related to consumer banking. The Analyst acts as a subject matter expert and is responsible for troubleshooting client and end-user issues, which cannot be solved at the branch level. The incumbent in this role guides our customers and branch staff through specific actions, in order to bring all issues to a successful conclusion. The successful candidate must be able to work weekends.

Essential Duties and Responsibilities:

· Provide operational support to branch staff by researching and answering questions related to internal policies and procedures

· Identify issues, research answers, and guide our bankers through the corrective steps on the various applications that are utilized to support our customers.

· Respond to branch inquiries within SLA timeframes and ensure the highest level of customer service is provided to our business partners.

· Work with Legal Department, when necessary, to avoid potential legal challenges by the Bank’s clients.

· Ensure the branches are compliant with legal-related accounts.

· Participate in the development of training materials and procedural updates by identifying learning issues and recommending enhancements.

· Maintain current knowledge of all internal policies and procedures that impact our branch employees, as well as all products and services offered to customers.

· Participate in bank-related training, as well as external training opportunities to enhance knowledge and build personal networks.

· Perform other duties as requested.

Skills, Education and Experience:

· High school diploma or GED required; Bachelor’s degree a plus.

· 4+ years in a branch operations type role; previous retail banking experience required.

· Must have knowledge of banking regulations.

· Strong analytical and problem solving skills.

· Excellent interpersonal and communication (verbal + written) skills.

· Familiarity with our core banking systems.

· Superior customer service and phone skills, with a focus on quality.

· Proficient in Microsoft suite of products (Word, Excel, & PowerPoint); familiarity with point-of-sale software helpful.

Apple Bank offers Medical/Dental, Vision, 401k and Tuition Reimbursement to full time employees.

We are an equal opportunity employer and do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, military and/or veteran status, or any other Federal or State legally-protected classes.