Real Estate Lending Help Desk Analyst
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Job Location:
Richmond, VA - USA
Monthly Salary:
Not Disclosed
Posted on:
2 days ago
Vacancies:
1 Vacancy
Job Summary
The position is described below. If you want to apply click the Apply Now button at the top or bottom of this page. After you click Apply Now and complete your application youll be invited to create a profile which will let you see your application status and any communications. If you already have a profile with us you can log in to check status.
If you have a disability and need assistance with the application you can request a reasonable accommodation. Send an email to Accessibility (accommodation requests only; other inquiries wont receive a response).
Regular or Temporary:
RegularLanguage Fluency: English (Required)
Work Shift:
1st shift (United States of America)Please review the following job description:
The Help Desk Phone Analyst performs intake activities related to the support of end-users via Phone and documents all call records in Salesforce and gathers information necessary for a one call resolution. The 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 times provides educational training on various systems supported by OSS. Each Phone Analyst adheres to compliance regulations and adheres to Truist policies and procedures related to the particular scenario. If the Phone Analyst is unable to resolve the issue they will escalate it to a more experienced teammate to further triage and resolve the issue and/or work closer with Level 2 Production Support for a resolution.1. Troubleshoot analyze and resolve related issues using available resources and tools.
2. Report any new issues immediately to next level support and management.
3. Speak with end-users to resolve their issues quickly and determine a root cause.
4. Support roll-out of new applications.
5. Complete call logs in Salesforce on each call.
6. Work bulk requests to support issue resolution between calls.
7. Educate end-users on resolution to their issue to ensure they have an understanding on how to fix it on their own going forward to prevent additional calls.
8. Warm transfer calls to appropriate departments if the call comes in and OSS does not support the particular application.
9. Review daily communications provided by management or the Knowledge Services Communications team to stay informed of new information on changes and workarounds.
10. Adheres to OSS scorecard goal expectations to meet/exceed goals as outlined.
Required Qualifications:
The requirements listed below are representative of the knowledge skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
1. High school diploma or equivalent
2. One to three years Help Desk environment
3. Excellent listening verbal and written communication skills
4. Ability to handle a busy stressful environment and maintain professionalism at all times
1. Associates or Technical degree
2. Three years of IT experience
3. Knowledge of Truist Mortgage systems; IE: Empower Salesforce Blend Citrix LendingSpace
4. Banking or financial services experience
Sitting (if checked indicate frequency)
Constantly (More than 50% of the time)
Standing (if checked indicate frequency)
Occasionally (Less than 25% of the time)
Walking (if checked indicate frequency)
Occasionally (Less than 25% of the time)
Bending (if checked indicate frequency)
Occasionally (Less than 25% of the time)
Lifting (if checked indicate pounds)
Up to 10 lbs.
Visual / Audio / Speaking
Able to access and interpret client information received from the computer and able to hear and speak with individuals in person and on the phone.
Manual Dexterity / Keyboarding
Able to work standard office equipment including PC keyboard and mouse copy/fax machines and printers.
Availability
Able to work all hours scheduled including overtime as directed by manager/supervisor and required by business need.
Travel (Must select one)
Minimal and up to 10%
General Description of Available Benefits for Eligible Employees of Truist Financial Corporation: All regular teammates (not temporary or contingent workers) working 20 hours or more per week are eligible for benefits though eligibility for specific benefits may be determined by the division of Truist offering the offers medical dental vision life insurance disability accidental death and dismemberment tax-preferred savings accounts and a 401k plan to teammates. Teammates also receive no less than 10 days of vacation (prorated based on date of hire and by full-time or part-time status) during their first year of employment along with 10 sick days (also prorated) and paid holidays. For more details on Truists generous benefit plans please visit our Benefits site. Depending on the position and division this job may also be eligible for Truists defined benefit pension plan restricted stock units and/or a deferred compensation plan. As you advance through the hiring process you will also learn more about the specific benefits available for any non-temporary position for which you apply based on full-time or part-time status position and division of work.
Truist is an Equal Opportunity Employer that does not discriminate on the basis of race gender color religion citizenship or national origin age sexual orientation gender identity disability veteran status or other classification protected by law. Truist is a Drug Free Workplace.
Required Experience:
IC
Key Skills
- EAM
- Economics
- IT Business Analysis
- Information Security
- Android Development
About Company
Your journey to better banking starts with Truist. Checking and savings accounts, credit cards, mortgages, small business, commercial banking, and more.
