Customer Support Analyst - Branch Banking

As part of a diverse and skilled Customer Support team, you will be tasked with providing branch banking product and services support to Navanta bank customers. You will answer questions via phone and e-mail about branch banking products and services, resolving issues for our customers and training them on the products you support. In your role, you will participate in the implementation of new software releases for the products and services you support. This position works under the leadership of the Support Manager – Branch Banking and Director of Customer Support and in collaboration with other teammates across the company.

Essential Functions 

We thrive in a dynamic and changing environment, which means our roles have a combination of routine, project-based and strategic activities. Following is a list of some of the initial responsibilities for this role. This list of duties and responsibilities is not all inclusive and may be expanded to include other duties and responsibilities.

• Provide support to Navanta customers for questions, issues, incidents, problems related to the following products and systems:

• Business Analytics Report Writing–Primary Focus
• Business Process Manager (BPM)Branch Account Opening–Secondary Focus
• Director Document Storage–Secondary Focus

• Answer, evaluate and prioritize service requests received via phone, voicemail, email, etc. specifically related to Branch Banking products and services
• Accurately assess our customer’s requests using targeted and detailed questions to fully comprehend the need, leading to a satisfactory resolution
• Log and track all requests using the Navanta customer management tracking system, including documenting all actions taken to resolve requests
• Document resolutions in a central location for knowledge sharing internally and with customers
• Manage service request queue to ensure that customer communication is timely and meets established SLA’s 
• Analyze and evaluate service requests to identify trends and make recommendations
• Work with third party vendors on behalf of Navanta and our customers 
• Leads implementation of new software releases for Branch Banking products and services 
• Participate on bank conversion/merger/acquisition teams as needed
• Assist with projects and strategic initiatives as assigned
• Participate in training programs to continuously improve product knowledge and service skills
• Other duties as assigned

Knowledge, Skills & Competencies

A qualified individual will possess the following:

• Ability to learn and understand Fiserv Premier and Fiserv ancillary software including Business Analytics Report Writing solution
• Knowledge of MS Windows server application installations
• Ability to learn technical aspects of application installation and support
• Ability to learn additional Fiserv ancillary applications as needed
• Ability to work in a team-oriented, collaborative environment
• Excellent verbal and written communication skills 
• Ability to work without direct supervision
• Ability to work effectively with deadline demands
• Strong analytical, creative problem-solving and troubleshooting abilities
• Enjoy working with computers and a variety of computer software applications
• Ability to manage and prioritize multiple tasks and projects with accuracy and attention to detail
• Value being empowered to take ownership and accountability for assigned responsibilities 
• Desire to continually improve and contribute to our Purpose of Empowering Community Banks and our People to Thrive – Together 

Supervisory Responsibility  

• This position has no current direct reports.

Work Environment  

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, scanners, and copy machines.  

Physical Demands 

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  
• While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit for long periods of time; stand; walk; use hands to type, handle or feel; and reach with hands and arms. The employee is occasionally required to stoop, kneel, crouch, or crawl. The employee must occasionally lift and move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.  

Position Type and Expected Hours of Work  

• This is a full-time position. Hours of work and days are typically Monday through Friday, 8a-5p. 
• Occasional travel may be required.

Education and Experience 

• Bachelor’s degree required or High School Diploma or general education degree (GED) with work experience equivalent
• Three (3) years prior experience in bank/financial industry desired
• Three (3) years prior experience in direct client support desired
• Prior experience with Teller and scanning software desired

Other Duties  

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. 

Who is Navanta?

Navanta is the trusted technology and services partner for community financial institutions, unifying critical systems, security, cloud infrastructure, and support into one seamless, purpose-built experience. With more than 35 years of banking expertise and a deep belief in the community banking mission, Navanta delivers solutions with heart, soul, and extraordinary service. From Managed IT to Core Banking, CRM, and Advisory Services, Navanta helps institutions simplify complexity, reduce risk, and strengthen daily operations. Navanta empowers community bankers and their people to thrive together. Go Bankers, Go.™ 

We live our purpose by always putting people first in our decisions and actions.  

Our engaged culture is strongly influenced by the passion our team members bring while serving community bankers and their communities. We believe in encouraging confidence in each other and delivering solutions that make our clients confident with us. To that end we seek out problem solvers, creative thinkers and engaged individuals that thrive in a fast-paced yet supportive environment.

We believe engaged team members lead to loyal clients, which in turn drives results for our business.  

Together, we are:  

• Accountable 
• Outcome-driven 
• Passionate 
• Relationship-focused
• Committed