Qureos Mentor

Everwise Credit Union

<div>Job Description:
Position Summary :
Responsible for providing high quality service on a wide variety of general financial services. This role is also responsible for the sales and servicing of all credit union products and services, while focusing on building relationships and expanding EVERWISE CREDIT UNION&rsquo;s wallet share.
Primary Responsibilities and Duties:
<ul><li>Maintains a high level of member service in accordance with the EVERWISE CREDIT UNION Service Expectations.
</li><li>This position will perform a broad variety of member service functions with accuracy and in a timely manner. These functions may include, but are not limited to, cash handling, financial transactions, account maintenance, opening new accounts, operating an ITM (Interactive Teller Machine) and supporting MCC (Member Contact Center)
</li><li>Responsible for maintaining a high level of confidentiality about member account information.
</li><li>Meets or exceed established referral and sales goals, by listening for clues in conversations, asking open-ended questions, assisting with product promotions, or referring the member to the appropriate partner to address their need.
</li><li>Assists in outbound call efforts by reviewing, updating and calling on prospect lists, following up with members and calling on call campaigns regularly.
</li><li>May assume additional retail functions including, but not limited to drawer audits, member account maintenance, and vault duties.
</li><li>Comply with the credit union Check Cashing, Cash Control and Transaction Approval Limits policies. For example, Reg CC, SAR, CTR, Check handling, Reg D, BSA etc.
</li><li>Volunteers for special projects within the scope of job responsibilities.
</li><li>Responsible for problem solving through research, using open-ended questions, and consistent follow up to ensure member satisfaction.
</li><li>Assumes additional duties and responsibilities as assigned by supervisor/manager and as necessary for the continued growth and advancement of the Credit Union.
</li></ul>Knowledge/Skills:
<ul><li>Excellent human relation skills needed to interact with the membership in a professional environment including listening skills, and verbal/written communication
</li><li>Ability to proactively problem solve by demonstrating concern and empathy while seeking a solution that is in the best interest of the member and EVERWISE CREDIT UNION.
</li><li>High level of EVERWISE CREDIT UNION product knowledge with a full understanding of needs-based selling.
</li><li>Proficient cash handling skills.
</li><li>Ability to work in a fast-paced diverse and universal environment.
</li><li>Practical application and general understanding of various computer applications
</li><li>Ability to lift to 15 pounds at times due to coin bags and boxes of rolled coin.
</li></ul>Minimum Requirements:
<ul><li>High School Diploma, GED or equivalent certification.
</li><li>Six months of retail sales and/or cash handling experience or equivalent experience within a financial institution or related field preferred
</li></ul>Base pay: Starting at $19.25/hour.
Pay is dependent upon the pay range and the incumbent&rsquo;s knowledge, skills and experience.
Everwise is an equal opportunity employer. We are committed to creating an inclusive environment for all employees.</div>

Universal Banker

<div>Job Description:
Position Summary :
The Service Desk Analyst is responsible for providing timely, courteous support for Tier 1 incidents and ensuring the efficient and appropriate escalation of complex issues while adhering to departmental standard operating procedures. The incumbent will generate reports, conduct research, and provide recommendations for continuous improvement. Additionally, the Analyst plays an active role in the change and problem management process to drive operational excellence.
Primary Responsibilities and Duties:
<ul><li>Service Desk Request Management: Respond to incoming Service Desk requests through multiple channels&mdash;including phone, email, messages, ServiceNow, and in-person interactions&mdash;adhering to Service Level Expectations.
</li><li>Ticket Documentation : Accurately document all requests and issues, research, and resolution activities within the Service Desk system to ensure up-to-date records and information.
</li><li>Issue Resolution: Resolve Tier 1 incidents and problems in alignment with Service Level Expectations, delivering effective solutions to end users.
</li><li>Configuration and Deployment: Configure, deploy, and troubleshoot computers and other IT equipment for end-users. Ensure that the equipment is set up according to company standards and functions properly before deployment.
</li><li>Escalation Process: Coordinate seamless hand-offs for Tier 2+ support by escalating issues to the appropriate departments, including specialized IT teams or other functional areas outside of IT, as needed. Ensure efficient follow-through in alignment with Service Desk protocols for prompt resolution.
</li><li>Communication : Maintain clear, effective communication between end users, Level II support, and management to provide status updates until successful resolution.
</li><li>Problem Coordination : Act as a liaison between IT resources and impacted users, facilitating communication for issues that affect multiple stakeholders.
</li><li>Patch Management : Play a critical role in the monthly patch management process by contacting end-users to install updates, directly install updates when needed, and troubleshooting any issues that arise. Track and report on devices that have not been updated, identifying missing patches to ensure a secure and up-to-date environment.
</li></ul><ul><li>Training Assistance : Assist the Service Desk Manager in training Service Desk staff on Service Desk process, supporting support procedures, and ATM/ITM related issue resolution and escalation practices.
</li><li>SOP Development : Contribute to the development, maintenance, and continuous improvement of Standard Operating Procedures (SOPs), including documentation related to Service Desk operations and ATM/ITM support processes.
</li><li>Metrics and Reporting : Monitor Service Desk performance metrics, ATM/ITM operational trends, and service levels. Prepare reports, and provide insights to support operational effectiveness and informed decision-making.
</li><li>Knowledge Base Management : Lead efforts to develop, maintain, and enhance the Service Desk Knowledge Base including technical documentation, troubleshooting resources, and support materials related to ATM/ITM operations.
</li><li>Change Management : Participate in change management activities as directed by the Service Desk Manager to support the successful implementation of operational and technology changes impacting Service Desk and ATM/ITM environments.
</li><li>Problem Management : Identify recurring incidents and trends, including ATM/IM service distributions, assist in root cause analysis, document findings, and collaborate on long-term solutions to improve system stability and service reliability.
</li><li>ATM/ITM Break/Fix Support Services: Serve as a subject matter expert for ATM operations by monitoring system performance, troubleshooting and escalating hardware, software, and network issues, coordinating with vendors and internal partners, and supporting break/fix activities to minimize downtime and ensure a positive member experience.
</li><li>Assume additional responsibilities as necessary for the continued growth and advancement of Everwise.
</li></ul>Knowledge/Skills:
<ul><li>Excellent phone etiquette and customer service skills with a professional, courteous approach to support.
</li><li>Strong written and verbal communication skills, with the ability to clearly explain technical information to non-technical users.
</li><li>Strong problem-solving and analytical skills, particularly in a fast-paced environment.
</li><li>Ability to quickly troubleshoot and resolve Tier 1 incidents effectively, managing multiple tasks simultaneously.
</li><li>Ability to understand complex digital products and services.
</li><li>Proficiency with Microsoft Office suite (e.g., Word, Excel, Outlook) and iOS operating systems.
</li></ul>Minimum Requirements:
<ul><li>High School Diploma or GED
</li><li>1+ years of Service Desk, IT support or similar customer support role experience.
</li><li>1+ years of experience providing member service on digital product and services preferred
</li><li>Associate degree in Computer Science, Management Information Systems (MIS), Information Technology, or a related field preferred.
</li><li>CompTIA A+, ITIL Foundation, LeanIT Essentials or relevant certifications are preferred.
</li><li>Prior experience in a financial institution is preferred.
</li></ul>Everwise is an equal opportunity employer. We are committed to creating an inclusive environment for all employees.</div>

Service Desk Analyst

Join Everwise Credit Union and explore 4   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

Everwise Credit Union

About Company

Universal Banker

Universal Banker

Universal Banker

Service Desk Analyst