Service & Support Specialist

Impact

Supports the Bank's performance, profitability, and reputation by serving as a trusted internal service partner. Provides timely, accurate, and professional support to employees across the organization, ensuring operational efficiency, and compliance.

Responsibilities

The Service & Support Specialist is the primary point of contact for employees seeking assistance with bank processes, systems, and operational procedures through the internal support hotline. This role ensures prompt resolution of inquiries, identifies opportunities for process improvement, and strengthens employee knowledge through guidance and training. The Specialist collaborates across departments and participates in testing new systems and functionality to ensure employees have the resources needed for the delivery of excellent service to customers.

Essential Functions

* Serve as the first point of contact for internal hotline support inquiries across all departments.

* Provide expert guidance on operational procedures, account maintenance, system navigation, and basic technology troubleshooting.

* Log, track, and resolve support requests.

* Collaborate with front-line staff and specialized departments (Operations, IT, Compliance, etc.) to ensure accurate and consistent communication and timely resolution of escalated issues.

* Create, update, and share internal support documentation, FAQs, and training resources.

* Participate in testing, upgrades, and implementation of new core and third-party systems.

* Regularly analyze support trends and recommend system enhancements, workflow improvements, and staff training initiatives.

* Stay current with bank products, services, policies, and regulatory requirements to provide accurate support.

* Proactively identify knowledge gaps and recommend development opportunities for staff.

* Occasional travel to other locations as needed to ensure operational consistency, employee support, and service excellence.

Ancillary Functions

* Assures adherence to Bank policies and procedures and federal and state regulatory requirements.

* Provides cross-functional support to other areas of the department and the Bank where service or assistance is needed.

* Perform tasks which are supportive in nature to the essential functions of the job, but which may be altered or re-designed depending upon individual circumstances.

Mandatory Training Curricula

Training is required of all Bank staff as related to regulatory mandated compliance topics and courses required for specific job functions. Career enhancement training courses are also available. Please refer to course catalog and management for details.

Competencies (refer to Competencies Library)

Skills

* Excellent verbal and written communication skills (Spanish a plus).

* Strong customer service, active listening, and interpersonal skills.

* Ability to remain calm and professional under pressure.

* Strong organizational and time management skills.

* Knowledge of retail bank products, services, and related operating procedures.

* Familiarity with current banking regulations and compliance standards.

* Proficiency with Microsoft Office, core banking systems, and web-based platforms.

* Experience with case management or ticketing systems preferred.

Physical Demands

The physical and related demands described in this section are representative of those that must be met by an employee to successfully perform the essential functions of this job. This job is mostly sedentary in nature but may occasionally involve lifting files and other materials that weigh up to 20 lbs. Employees in this job must be able to work in an office environment during regular business hours where they come into regular and frequent contact with internal and external customers and other members of the public.

Therefore, employees in this position are expected to have consistently positive interactions with the public.

Education/Training

Associate's degree or equivalent in Business, Finance, or a related field preferred.

Experience

Minimum of two (2) years of experience in retail banking, banking operations, call center, or employee support roles.

Salary Range $60,332 - $70,000

Your work powers purpose-and service makes it possible.

Behind the scenes, our back-office professionals are the driving force of our mission. Through service in operations, lending, compliance, marketing, or IT, your expertise fuels innovation and ensures we deliver on our promise of community-first banking.

Join a team where your role isn't just essential-it's transformative, making a direct impact on the people and communities we proudly serve.

Ponce Bank participates in the E-Verify program.