Abrar Admin

Nutmeg State Financial Credit Union

<p></p><div><p>The Systems Support Analyst is responsible for delivering a prompt and effective resolution of technical and production issues for teammates across the organization. This person will use independent judgment, analysis, and initiative to resolve problems, make recommendations, and deliver impromptu end-user operational assistance training when required. This role is accountable for minimizing work interruptions and stoppage by maintaining communications throughout the analysis and resolution process, particularly in difficult situations, keeping people informed of the status, and escalating issues as necessary.</p><p></p><h1 class="jobSectionHeader"><b><br>
Essential Functions:</b></h1><ul><li>
Technical Support</li><li><ul><li>
Provide first-contact technical support for issues that involve technology applications, systems, software, and hardware.</li><li>
Create and maintain user access controls in various systems</li><li>
Conduct incident identification, recording, classification, initial support, investigation and diagnosis, resolution and recovery, incident closure, ownership, tracking, monitoring, and communication, to ensure service levels are maintained.</li><li>
Assess incidents proactively and conscientiously balancing competing demands in a fast-paced environment.</li><li>
Effectively analyze and diagnose complex problems with a high level of accuracy.</li><li>
Maintain current knowledge and understanding of products, services, processes, and technology requirements.</li><li>
Provide root cause analysis on systemic problems and analyze data and information to provide insights and recommendations.</li><li>
Detect and mitigate risk as appropriate and escalate when necessary</li></ul></li><li>
Customer Service</li><li><ul><li>
Create and sustain consistent high-touch service for end users.</li><li>
Escalate issues that are beyond the level of expertise through the appropriate channels to deliver efficient resolution.</li><li>
Track inventory</li></ul></li><li>
Project Support and System Implementation</li><li><ul><li>
Implement new hardware and software solutions.</li><li>
Assist users by troubleshooting and resolving issues during deployment and ongoing use of products and services that support business operations.</li><li>
Assist with special projects as assigned.</li><li>
Create and maintain procedures.</li></ul></li><li>
Vendor Partnership</li><li><ul><li>
Communicate with vendors.</li></ul></li></ul><p><i><br>
The responsibilities listed reflect the general responsibilities of this position and are not to be construed as an exhaustive list of all duties. Other duties may be performed as needed.</i></p><p><b>
Qualifications:</b></p><p>
Experience, Education &amp; Credentials:</p><ul><li>
A minimum of 2 years&rsquo; experience in a customer support or service desk role is required.</li><li>
Experience supporting Windows, Office365, iPhones/iPads, printers, and Active Directory.</li><li>
Experience supporting desktops, laptops, printers, phones, and audio-video conferencing systems.</li><li>
Experience working with an enterprise-class incident/request ticketing system desired.</li><li>
A valid driver&rsquo;s license is required in order to travel to our branches.</li></ul><p></p><p><br>
Knowledge, Skills &amp; Abilities:</p><ul><li>
Demonstrate a general knowledge of operating systems and application software to provide a high level of support.</li><li>
Ability to handle the constantly changing flow of traffic while exercising patience and professionalism during stressful situations.</li><li>
Must demonstrate mature interpersonal and communication skills and behaviors.</li><li>
Must have excellent organizational and multitasking skills, including the ability to meet deadlines, and follow written procedures, while always maintaining superior customer service with all users.</li><li>
Requires the disposition and ability to adapt to ongoing changes and the adoption of new technologies in an evolving environment.</li><li>
Ability to work with or without direct supervision.</li><li>
Availability to work weekends during special projects or other needs</li></ul><p></p><p><br>
Competencies<b>:</b></p><ul><li>
Customer Focus &ndash; Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.</li><li>
Problem Solving &ndash; Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; looks beyond the obvious and doesn&rsquo;t stop at the first answers.</li><li>
Self-Development &ndash; Is personally committed to and actively works to continuously improve themselves; understands that different situations and levels may call for different skills and approaches; works to deploy strengths; works on compensating for weakness and limits.</li></ul><p></p><h1 class="jobSectionHeader"><b><br>
Physical</b><b> </b><b>Demands</b><b>:</b></h1><ul><li>
Must be able to lift up to 50 pounds.</li><li>
Requires standing and/or sitting for an extended period of time.</li></ul></div><p></p>

Systems Support Analyst

<div><h1 class="jobSectionHeader"><b>Position</b><b> </b><b>Description:</b></h1><h1 class="jobSectionHeader"><b>
The primary purpose of this position is to assist with member inquiries, including processing requested financial transactions, assistance with online banking requests, problem resolution and completing any follow-ups for service. Additionally, the Member Experience Specialist I is responsible for effectively communicating with all members either via phone, email or chat.</b></h1><h1 class="jobSectionHeader"><b><br>
Essential Functions:</b></h1><div>
Member Inquiry Handling and Resolution</div><div><ul><li>
Promptly responds to incoming calls, emails, or chat messages from members seeking information or assistance with their accounts.</li><li>
Provides accurate and complete information.</li><li>
Proactively collects necessary information from members to understand their specific needs.</li><li>
Clearly explains information, actively listens to member concerns, and maintains a professional demeanor.</li><li>
Addresses complaints professionally, while working to find satisfactory solutions.</li></ul></div><div>
Product and Service Knowledge Application</div><div>
.</div><div><ul><li>
Keeps members updated regarding new services and promotions; determines member&rsquo;s needs.</li><li>
Assists members with requests for general information on credit union programs, products, services, rates.</li><li>
Thorough understanding of Nutmeg&rsquo;s products, services, and policies to provide accurate information.</li></ul></div><div></div><div><br>
Accurate Data Entry and Documentation</div><div><ul><li>
Familiarity with all systems and other relevant software tools to manage member interactions efficiently.</li><li>
Accurately documents all member interactions and resolutions in the applicable applications.</li><li>
Proficiency in updating member information, processing account changes, and performing basic account maintenance, as needed.</li></ul></div><div></div><div><br>
Adherence to Quality and Compliance Standards</div><div><ul><li>
Follows company policies and procedures related to data privacy, member information, and regulatory requirements.</li><li>
Completes all required training and compliance course offerings.</li><li>
Delivers outstanding service to both internal and external members.</li><li>
Prioritizes member satisfaction and delivers a positive experience.</li><li>
Follows all protocols for standardized greetings, closings and survey offerings.</li></ul></div><div><i>
Responsibilities listed reflect general responsibilities of this position and are not to be construed as an exhaustive list of all duties. Other duties may be performed as needed.</i></div><div></div><div><b><br>
Qualifications:</b></div><div>
Experience, Education &amp; Credentials:</div><ul><li>
High School diploma or equivalent required, associate degree preferred.</li><li>
Minimum of one-year experience in a sales or customer service role is required.</li><li>
Prior experience in a financial/banking institution preferred, not required.</li></ul><div>
Knowledge, Skills &amp; Abilities:</div><div><ul><li>
Ability to work well independently, as well as in a team-oriented environment.</li><li>
Strong organizational skills and attention to detail.</li><li>
Proficient with Microsoft Office applications.</li><li>
Good understanding of member services and Nutmeg&rsquo;s products.</li><li>
Ability to use manual and automated office equipment with business efficiency.</li><li>
Ability to effectively communicate (written and oral) with other employees and outside entities.</li><li>
Intellectual ability to learn all tasks related to reaching maximum proficiency in this position.</li><li>
Ability to troubleshoot issues and resolve concerns in a timely and professional manner.</li></ul></div><div></div><div><br>
Competencies<b>:<br>
</b></div><div></div><br>
<div><ul><li><b>Customer Focus</b> - Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer info1mation and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.</li><li><b>
Listening</b> - Practices attentive and active listening; has the patience to hear people out; can accurately restate</li></ul></div><div>
 the opinions of others even when he/she disagrees.</div><div><ul><li><b>
Problem Solving</b> - Uses logic and methods to solve difficult problems with effective solutions; probes all</li></ul></div><div>
fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks</div><div>
 beyond the obvious and doesn't stop at the first answers.</div><div><ul><li><b>
Time Management</b> - Uses his/her time effectively and efficiently; values time; concentrates his/her efforts on the more important priorities; gets more done in less time than others; can attend to a broader range.</li></ul></div><div>
of activities.</div><div><ul><li><b>
Empathy &ndash; </b>Shows empathy when dealing with members, understanding their emotions and perspectives</li><li><b>
Functional Technical Skills </b>&ndash; Has the functional and technical knowledge and skills to do the job at a high level of accomplishment.</li></ul></div><div></div><h1 class="jobSectionHeader"><b><br>
Physical</b><b> </b><b>Demands</b><b>:</b></h1><div><ul><li>
Must be able to lift up to 10 pounds.</li><li>
Requires standing and/or sitting for an extended period of time.</li></ul></div><div></div><h1 class="jobSectionHeader"><b><br>
Mental &amp; Emotional Requirements</b><b>:</b></h1><div><ul><li>
Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team.</li><li>
Must be able to read and carry out various written instructions and follow oral instructions.</li><li>
Must be capable of dealing calmly and professionally with numerous personalities and diverse perspectives both within and outside of the organization.</li><li>
Must be able to perform responsibilities with composure under the stress of deadlines and requirements for quality and timeliness.</li></ul></div><div><ul><li>
Must be capable of exercising high levels of discretion on both internal and external confidential matters</li></ul></div></div>

Member Experience Specialist I

Join Nutmeg State Financial Credit Union and explore 2   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.

Nutmeg State Financial Credit Union

About Company

Systems Support Analyst

Member Experience Specialist I