Job Description

Immediate need for a talented OSS Help Desk Phone Analyst. This is a 12+ months contract opportunity with long-term potential and is located in Richmond, VA (Hybrid). Please review the job description below and contact me ASAP if you are interested.

Job ID: 25-75123

Pay Range: $30 - $33/hour. Employee benefits include, but are not limited to, health insurance (medical, dental, vision), 401(k) plan, and paid sick leave (depending on work location).

Key Responsibilities:

• 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.

Key Requirements and Technology Experience:

• Key skills; Helpdesk support
• Banking/Mortgage client experience
• Banking regulatory compliances
• High school diploma or equivalent
• 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:
• Associate’s or Technical degree
• 3 years of IT experience
• Knowledge of specific software/hardware
• Banking or financial services experience.

Our client is a leading Banking Industry, and we are currently interviewing to fill this and other similar contract positions. If you are interested in this position, please apply online for immediate consideration.

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