Job#: 2078522

Job Description:

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’s 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.

Must have:

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

Nice to have:

Associate’s or Technical degree

3 years of IT experience

Knowledge of specific software/hardware

Banking or financial services experience

EEO Employer

Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at [email protected] or 844-463-6178.

Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing® in Talent Satisfaction in the United States and Great Place to Work® in the United Kingdom and Mexico.

Apex Benefits Overview: Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our ‘Welcome Packet’ as well, which an Apex team member can provide.