Abrar Admin

Potomac Bank

<div>Reports To: VP/IT Manager
FLSA Status: Exempt
SUMMARY
The Helpdesk Specialist provides frontline technical support to bank employees across all branches and departments. This role ensures that staff can work efficiently and securely by troubleshooting hardware, software, network, and core banking system issues. As part of a small IT team, the Helpdesk Specialist wears multiple hats&mdash;supporting daily operations, assisting with system maintenance, and helping uphold the bank&rsquo;s cybersecurity and compliance standards.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Customer Service<ul><li> Ability to interact well with users and customers and deal effectively with their questions or problems.</li><li> Knows/learns the Bank&rsquo;s software applications thoroughly.</li><li> Continuously demonstrates a helpful, friendly attitude and is committed to providing excellent customer service.</li><li> Serves as a model of excellent customer service to other employees.</li></ul>
Job Functions/Responsibilities<ul><li> Provide Tier 1&ndash;2 technical support for desktops, laptops, printers, mobile devices, VoIP phones, and other bank equipment.</li><li> Troubleshoot software issues, including Microsoft 365, Windows OS, remote access tools, and banking applications.</li><li> Support core banking systems by assisting users with access issues, navigation questions, and basic troubleshooting.</li><li> Monitor and respond to helpdesk tickets in a timely, customer focused manner.</li><li> Set up and maintain user accounts in Active Directory, email, and other internal systems following security protocols.</li><li> Install, configure, and update hardware and software across branches.</li><li> Assist with cybersecurity practices, including patching, antivirus monitoring, MFA support, and employee security awareness.</li><li> Document procedures, troubleshooting steps, and system changes to support knowledge sharing and audit requirements.</li><li> Coordinate with vendors for escalated issues involving network services, hardware repairs, or specialized banking software.</li><li> Support IT projects, such as system upgrades, equipment rollouts, and branch technology improvements.</li><li> Ensure compliance with FFIEC guidelines, internal policies, and information security standards.</li></ul>
Security<ul><li> Maintains neat and orderly work area and ensures that all negotiables and confidential records are properly secured each day.</li><li> Understands role in case of robbery, whether victim or bystander, and knows proper post-robbery procedures.</li><li> Presents a professional appearance that evokes the customer&rsquo;s trust.</li><li> Adheres to all bank policies and procedures and to internal controls and system access restrictions.</li><li> Safeguards all account information and proprietary software knowledge.</li></ul>
Other duties may be assigned.
CRITICAL SKILLS
Self Development:<ul><li> Pursue additional education or training to remain current, improve knowledge, and diversify skills. Individual will schedule a minimum of 20 hours per year in continuing education to enhance critical skills. This minimum of continuing education will be part of the employee&rsquo;s annual goals and shall be reported to the IT Committee on an annual basis and reflected in the minutes of the same.</li><li> Reliability: Assists supervisor with tasks and projects as required and requested.</li><li> Versatility: Ability to multi-task under pressure and fast paced environment. Willingness to work when problems arise.
</li><li> Adaptability: Ability to learn technologies and software tools that are implemented to meet the needs of a fast paced and changing landscape.</li></ul>
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
EDUCATION and/or EXPERIENCE
Minimum: Associate degree in Information Technology, Computer Science, or related field; or equivalent experience; minimum of one (1) year work related experience desired; preferably in a financial or regulated environment.
Preferred: Bachelor&rsquo;s degree in information technology, Computer Science, or related field; or equivalent experience; or certifications such as CompTIA A+, Network+, Security+, or Microsoft certifications; minimum of three (3) years work related experience; preferably in a financial or regulated environment.
KNOWLEDGE, SKILLS, AND ABILITIES<ul><li> Ability to adhere to Potomac Bank&rsquo;s Core Values: Integrity, Teamwork, Growth, Customer Commitment, Community Focus</li><li> Must possess knowledge of fundamental operations of relevant software, hardware and other equipment.</li><li> Experience researching, analyzing and interpreting automated system problems.</li><li> Related experience and training in troubleshooting and providing help desk support.</li><li> Excellent oral and written communication skills.</li><li> Excellent attention to detail.</li><li> Ability to follow complex and unique processes and adapt to change quickly.</li><li> Ability to manage multiple issues in a fast-paced and deadline driven environment; effectively follow processes as well as prioritize and execute tasks.</li><li> Proven ability to work as part of a team as well as show initiative and ability to work independently.</li></ul>
TECHNICAL SKILL SET<ul><li> Strong knowledge of Windows OS, Microsoft 365, Active Directory, and common business applications.</li><li> Familiarity with network basics (TCP/IP, DNS, VPN) and remote support tools.</li><li> Experience with core banking systems or financial services software is a plus.</li><li> Understanding of cybersecurity best practices and data protection principles.</li><li> Excellent communication skills and a service oriented mindset.</li><li> Ability to work independently, prioritize tasks, and support multiple branches.</li><li> High level of integrity and discretion when handling sensitive information.</li></ul>
SMOKE-FREE WORKPLACE
Potomac Bank is a 100% smoke-free company.
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to stand; use hands to handle or feel; reach with hands and arms; and talk or hear. The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds.
This job description is not designed to cover or contain a comprehensive listing of all duties/responsibilities that are required of position. Duties/responsibilities may change or be assigned at any time with or without notice.
POTOMAC BANK is an Equal Opportunity/Affirmative Action Employer
POTOMAC BANK supports a workforce of diversity, equity, inclusion, and accessibility</div>

Help Desk Specialist I

<div>
 
 
 
 Job Title: Client Care Center Specialist
 
 
 
 
 
 Reports To: Deposit Operations and Senior Client Care Center Manager
 
 
 
 
 
 FLSA Status: Non-Exempt&nbsp;
 
 
 
 
 
 
 
 
 
 General Statement of Duties:
 
 
 
 
 A Client Care Center Specialist will have a passion for providing an Amazing Client Experience by supporting existing and potential clients through phone and electronic points of contact. A Client Care Center Specialist will answer questions, offer problem resolution, and troubleshoot digital programs all in a fast-paced, client-focused environment.&nbsp;
 
 
 
 
 ESSENTIAL DUTIES AND RESPONSIBILITIES
 
 
 
 
 
 
 Client Service
 
 
 
 
 
 &bull;Ability to interact (in person, phone, and electronic communication) with the public well and to deal effectively with their questions or problems.
 
 
 
 &bull;Knows the Bank&rsquo;s products and services thoroughly and seeks out opportunities to explain, promote, or sell products/services. &nbsp;
 
 
 
 &bull;Continuously demonstrates a helpful, friendly attitude and is committed to providing excellent client service.&nbsp;
 
 
 
 &bull;Models the amazing client experience for other employees.
 
 
 
 &bull;Handles client complaints or questions with composure and determines the action to be taken to remedy the situation.
 
 
 
 &bull;Effective use of the Avaya phone system to answer and transfer calls.
 
 
 
 &bull;Effective use of NCR Secure Support and other technical programs to respond to client inquiries.
 
 
 
 &bull;Maintain and project the Bank&rsquo;s reputation through professional and courteous interactions with clients.
 
 
 
 
 
 Responsibilities
 
 
 
 
 
 &bull;Ability to establish and maintain effective working relationships with coworkers, employees, and officials in other departments.
 
 
 
 &bull;Researching and resolving client inquiries via telephone, e-mail, and other secure support programs.
 
 
 
 &bull;Provide client support for electronic banking products and services, including Online and Mobile Banking, and Bill Payment.&nbsp;
 
 
 
 &bull;Promptly resolve client inquiries and issues regarding new accounts, existing accounts, debit cards, loans, payments, automatic transfers, interest rates, and investment inquiries in a professional manner.
 
 
 
 &bull;Complete account related inquiries, online banking, and mobile banking troubleshooting independently.
 
 
 
 &bull;Provides information to clients on Bank policies, procedures, and programs.
 
 
 
 &bull;Adhere to Client Care Center performance metrics to ensure service levels and client expectations are consistently achieved.
 
 
 
 &bull;Ability to quickly learn and retain information regarding product and system knowledge.&nbsp;
 
 
 
 &bull;Maintains awareness of and adheres to Bank&rsquo;s compliance requirements and risk management concepts, expectations, policies, and procedures and applies them to daily tasks.
 
 
 
 &bull;Collaborates with manager and team with other duties as assigned.&nbsp;
 
 
 
 
 
 Security
 
 
 
 
 
 &bull;Maintains neat and orderly work area and ensures that all negotiable and confidential records (physical and digital) are properly secured at all times.&nbsp;
 
 
 
 &bull;Understands role in case of disaster or robbery, whether victim or bystander, and knows proper post-robbery procedures.
 
 
 
 &bull;Professional appearance that evokes the client&rsquo;s trust.
 
 
 
 &bull;Adheres to all bank policies and procedures and to internal controls and system access.
 
 
 
 
 
 Critical Skills
 
 
 
 
 
 &bull;Self-Development: pursue additional education or training to remain current, improve knowledge, and diversify skills.
 
 
 
 &bull;Client confidentiality: never reveal or divulge client information to anyone outside of the Bank.
 
 
 
 &bull;Versatility: Ability to multi-task under pressure in a fast-paced environment.&nbsp;
 
 
 
 &bull;Self-Awareness: able to maintain composure and remain patient under all circumstances.
 
 
 
 &bull;Teamwork: Work closely with teammates to achieve department goals and support an engaging and welcoming atmosphere.
 
 
 
 &bull;Communication: the ability to receive and share information with others verbally, nonverbally, and in writing.&nbsp;
 
 
 
 &bull;Problem Solving: creatively find solutions to overcome client obstacles no matter the complexity.
 
 
 
 &bull;Adaptability: show resilience in changing situations and be flexible with duties and responsibilities.
 
 
 
 &bull;Active Listening: Understand client concerns and overcome objections; provide assistance with escalated client inquiries.
 
 
 
 &bull;Technical Skills: Technical proficiency in software navigation and troubleshooting.
 
 
 
 &bull;Demonstrate a thorough knowledge of bank policies, procedures and resources.
 
 
 
 &bull;Strong organizational and communication skills.
 
 
 
 
 
 Qualifications/Education
 
 
 
 
 
 &bull;Job requires a high school diploma or equivalent with adequate proficiency in language, math and reasoning skills.
 
 
 
 &bull;Computer literacy in Microsoft Office applications.
 
 
 
 &bull;One-year experience in a retail banking, call center or electronic services (ACH) field with equal responsibilities is preferred.
 
 
 
 &bull;Bilingual Spanish is a plus.
 
 
 
 
 
 SMOKE-FREE WORKPLACE
 
 
 
 
 
 Potomac Bank is a 100% smoke-free company.&nbsp;
 
 
 
 
 
 PHYSICAL DEMANDS &nbsp;
 
 
 
 
 
 The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
 
 
 
 While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. &nbsp;The employee may regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds.
 
 
 
 This job description is not designed to cover or contain a comprehensive listing of all duties/responsibilities required of position. &nbsp;Duties/responsibilities may change or be assigned at any time with or without notice.
 
</div>

Client Care Center Specialist

<div>SUMMARY
Analyzes credit worthiness and credit risk of commercial borrowers, including review of financial statements and cash flow analysis. Monitors the quality of various commercial loans and assists in the underwriting and processing of commercial credits.
ESSENTIAL DUTIES AND RESPONSIBILITIES<h1 class="jobSectionHeader">
Customer Service</h1><ul><li>
Ability to meet the public well and to deal effectively with their questions or problems.</li><li>
Knows the Bank&rsquo;s products and services thoroughly.</li><li>
Looks for opportunities to explain, promote, or sell products or services.</li><li>
Continuously demonstrates a helpful, friendly attitude and is committed to providing excellent customer service.</li><li>
Serves as a model of excellent customer service to other employees.</li><li>
Identifies and cross-sells products suitable to the customer&rsquo;s needs.</li><li>
Handles customer complaints or questions and determines the action to be taken to remedy the situation.</li></ul>
Duties/Responsibilities<ul><li>
Collect and analyze due diligence items including:<ul><li>
Utilize software to spread and analyze business financial statements, including balance sheets, income statements and tax returns.</li><li>
Analyze personal financial statements, credit reports, and tax returns on individuals in order to determine credit worthiness and repayment capacity.</li><li>
Analyze business, industry and/or real estate market information.</li><li>
Assess and mitigate risk on Commercial and Industrial (C&amp;I) and Commercial Real Estate (CRE) loans.</li></ul></li><li>
Prepare comprehensive credit packages on commercial loans that facilitates the credit approval process</li><li>
Prepare annual reviews of existing commercial loan relationships including covenant testing.</li><li>
Participate in client calls with Relationship Managers</li><li>
Maintain communication with Relationship Managers and Portfolio Managers during loan underwriting and approval process.</li><li>
Exhibit an understanding of and ensure compliance with loan and regulatory policies.</li><li>
Maintains up-to-date, well-organized documentation and files.</li><li>
Manage the approved appraiser list, track appraisal orders, and review appraisal reports</li><li>
Update the Bank&rsquo;s loan processing system and clients&rsquo; folders when financial statements are received.</li><li>
Assist the Senior Credit Officer and Credit Manager as needed</li><li>
Other duties may be assigned</li></ul><h1 class="jobSectionHeader">
Security</h1><ul><li>
Maintains neat and orderly work area and ensures that all confidential records are properly secured each day</li><li>
Understands role in case of disaster or robbery, whether victim or bystander, and knows proper post-robbery procedures</li><li>
Professional appearance that evokes the client&rsquo;s trust</li><li>
Adheres to all bank policies and procedures and to internal controls and system access restrictions</li><li>
Discretion and dedication to protecting the financial privacy of clients, business partners, and the Bank.</li></ul>
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
EDUCATION and/or EXPERIENCE
Four year college degree, or equivalent banking industry experience, required. Must have 5 years&rsquo; experience in performing duties above and/or have obtained certification of risk management skills obtained.
KNOWLEDGE, SKILLS, AND ABILITIES<ul><li>
Must have a fundamental understanding of financial accounting.</li><li>
Strong analytical and critical thinking skills, with expertise in financial statement analysis and risk assessment</li><li>
Proficiency in financial analysis software and tools, as well as Microsoft Office Suite, particularly Excel.</li><li>
Excellent written and verbal communication skills to present financial information clearly and concisely.</li><li>
Meticulous attention to detail and elevated level of accuracy in analyzing financial data.</li><li>
Knowledge of credit industry regulations and compliance requirements</li><li>
Strong work ethics, ability to work independently and as part of a team, adaptability, and the ability to manage multiple priorities in a fast-paced environment.</li><li>
Ability to multi-task under pressure, prioritize assignments, and work in a fast-paced environment.</li><li>
Have experience collaborating with clients and can manage challenging situations with professionalism and efficiency.</li><li>
Must possess a knowledgeable background of the bank&rsquo;s commercial lending procedures and policies.</li><li>
Ability to adhere to Potomac Core Values: Integrity, Teamwork, Growth, Customer Commitment, Community Focus</li><li>
Self-Development: pursue additional education or training to remain current, improve knowledge, and diversify skills.</li></ul>
SMOKE-FREE WORKPLACE
Potomac Bank is a 100% smoke-free company.
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to stand; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds.</div>

Credit Analyst

Join Potomac Bank and explore 3   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.

Potomac Bank

About Company

Help Desk Specialist I

Client Care Center Specialist

Credit Analyst