Help Desk Phone Analyst

OSS Help Desk Phone Analyst

Our client, a commercial banking company, is looking for an OSS Help Desk Phone Analyst for their Richmond, VA/Remote location.

• 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 adheres to client policies and procedures related to the scenario.
• If the Phone Analyst is unable to resolve the related issue, the call will get escalated to a more experienced OSS teammate to further triage and resolve the issue and/or work closer with Level 2 Production Support for a resolution.

• 1-3 years help desk environment
• Excellent listening, verbal, and written communication skills
• Ability to handle a busy stressful environment and always maintain professionalism
• 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
• Completes call logs in Salesforce on each call and works 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 2nd call for the same issue.
• Warm transfer callers to appropriate departments if the call comes in and OSS does not support the application.
• Adheres all risk management guidelines and stays up to date with compliance regulated courses as assigned by compliance.
• Stays up to date on daily communications provided by management or communications.
• Adheres to OSS scorecard goal expectations to meet/exceed goals as outlined:
• Banking or financial services experience

• Health benefits
• Referral program
• Excellent growth and advancement opportunities