Branch Help Desk Analyst

Primary Purpose Of Job
Responsible for assisting teammates with inquiries and operational tasks that have a direct impact on the customer experience. Collaborates with the Branch Help Desk team on reported incidents and provides feedback to resolve issues or improve processes.

Major Job Accountabilities

• Assists teammates with questions and inquiries related to bank processes and procedures.
• Assists with inquiries regarding marketing promotions (including campaign call lists).
• Manages and responds to customer inquiries received via email.
• Assists branches with pay-off requests (loans, mortgages, closed for cause).
• Files individual ServiceNow Tickets for reported incidents, informs the team of reported issues, and provides incident statistics to leadership.
• Reviews POA and Trust documents received from branches; provides a recommendation based on branch request.
• Reviews and completes Card Exemptions, Card Expedite, Account Closure workflows, and return card requests.

Experience Required

One (1) year of the following experience is required:

• Customer Service Experience required.

One (1) year of the following experience is preferred:

• Call Center experience preferred.
• Direct experience with retail banking operations and systems (e.g. deposit, loan, mortgage, and credit card application systems) preferred.

Required Skills Or Training

• Able to keep customer and bank information confidential and secure.
• Demonstrated customer service skills that involve direct customer interactions, independent thinking, and problem resolution.
• Excellent verbal, written, and interpersonal skills.
• Proficient in use of computers and MS Office applications (Word, Excel, Outlook, etc.).

EOE, including disability/veterans

At American Savings Bank, we welcome and support all individuals and celebrate the diversity of our team members, customers and community. We are committed to ensuring that our online application process is accessible and provides an equal employment opportunity to all job seekers. If you need assistance searching for a job or submitting an application, please contact us by calling 808-538-2000 and a member of our Recruitment team will follow up with you. Mahalo for your interest in American Savings Bank!