Help Desk Phone Analyst | Richmond. VA | Hybrid onsite

Help Desk Phone Analyst | Richmond, VA | Hybrid 4 days onsite (BH-109837)

Location:

Richmond, VA
Sector:
Banking
Salary: $30.00 to $34.00 per hour
Shift timing: 10:00 AM - 7:00 PM
Duration: 12‑month contract with possibility of conversion to permanent

*** Due to client requirements this role is only open to USC or GC candidates***

Originations Servicing Support (OSS).

Responsibilities:

• Troubleshoot, Analyze, and Resolve related issues using available resources and tools.
• Report any new issues immediately to next level support and Management.
• Speak with end-users to resolve their issues quickly and determine a root cause.
• Support roll‑out of new applications.
• Complete call logs in Salesforce on each call and work bulk requests in between calls.
• Educate each teammate on each issue to ensure the end‑users have an understanding on how to fix the issues on their end to save a second call for the same issue.
• Warm transfer callers to appropriate departments if the call comes in and OSS does not support the application.
• Adhere to all Risk Management Guidelines and stay up to date with Compliance Regulated courses as assigned by Compliance.
• Stay up to date on Daily Communications provided by Management or Communications.
• Adhere to OSS Scorecard Goal expectations to meet/exceed goals as outlined.

The Help Desk Phone Analyst provides support in the form of troubleshooting and triaging activities for standard problems encountered by end‑users to determine a resolution and often provides educational training on various systems supported by Originations Servicing Support (OSS).

Each Phone Analyst adheres to compliance regulations and company policies and procedures related to the scenario. If the issue cannot be resolved, it is escalated to a more experienced OSS teammate or to Level 2 Production Support for a resolution.

Qualifications:

• High school diploma or equivalent.
• 1–3 years of experience in a Help Desk environment.
• Excellent listening, verbal, and written communication skills.
• Ability to handle a busy, stressful environment and always maintain professionalism.

Matlen Silver is an Equal Opportunity Employer and considers all applicants for all positions without regard to race, color, religion, gender, national origin, age, sexual orientation, veteran status, the presence of a non‑job‑related medical condition or disability, or any other legally protected status.

If you are a person with a disability needing assistance with the application or at any point in the hiring process, please contact us at  or 908‑393‑8600.

At The Matlen Silver Group, Inc., W2 employees are eligible for the following benefits:

• Health, vision, and dental insurance (single and family coverage)
• 401(k) plan (employee contributions only)