Revised 08/2018
Position Title: VIP Support Specialist
Division: Operations
Reports Directly To: VIP Support Team Lead
BASIC PURPOSE:
This position is responsible for, but not limited to, facilitating the resolution of the Top 10 Tier 1 support requests for the following areas of Operations: IT Support, Deposit Operations, Loan Operations, Processing and Branch Support. These Top 10 Tier 1 requests are defined in the attached Appendix and represent the majority of support requests that come into the respective Operational groups. As time passes, the percentage of support requests resolved by VIP Support Specialist is expected to increase. VIP Support is also expected to monitor the Tier 2 & 3 support requests for the other Operational Departments and facilitate resolution of those tickets as time allows.
Support requests will be generated in one of two ways: via the service desk software (Footprints) or via the telephone. All inbound calls to Operations will be routed through VIP Support, therefore the team is expected to answer and route all in-bound calls. If a support request was not entered into Footprints they will either ask the caller to enter one or VIP Support will enter a support request on their behalf.
ESSENTIAL FUNCTIONS:
This position is expected to perform the specific duties, tasks, and responsibilities as outlined below:
- Ability to multitask in an extremely fast paced environment, while ensuring a high level of accuracy and providing exceptional customer service
- Very detail oriented
- Respond & resolve support requests assigned to the VIP Support Team
- Respond & resolve a proportionate number of support teams as compare to co-workers
- Answer all inbound calls to VIP Support
- Respond & resolve support requests assigned to the VIP Support Team within established Service Level Agreements
- Monitor other operational department assignments and assist where applicable.
- Work in concert with other operational departments/teams/agents to achieve established goals
- Where applicable share with customer procedures for future reference
- Administer the Footprints product following established guidelines and provide suggestions for improvements to VIP Support
- Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
- Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution
- Identify and learn appropriate software and hardware used and supported by the organization
- Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications
- Test fixes to ensure problem has been adequately resolved
- Cross train other specialists in any area of expertise
- Interact courteously and tactfully with managers, co-workers, customers and/or vendors
- Ensure that the Bank’s policies and procedures, code of conduct, and regulatory guidelines are strictly complied with
- Provide assistance to other employees by liaising with them through healthy and positive interactions
- Be involved in performing marketing endeavors/efforts
- Continuously update skills by participating in professional training
- Seek opportunities to improve skills through cross-training offered by the Bank
- All other tasks, responsibilities or duties, as directed by management
OTHER SKILLS/QUALIFICATIONS:
- Knowledge of Windows desktop OS with a focus on integration into a corporate Active Directory domain environment
- Experience with common end user domain services such as printer & drive mapping
- Ability to operate, configure, and troubleshoot issues common in Adobe and Microsoft Office applications (Outlook, Word, Excel)
- Ability to troubleshoot and diagnose common issues (VPN Connection, compatibility errors, security settings, plug-ins) with the latest versions of Internet Explorer
- Network troubleshooting experience and the ability to use/understand, ping, traceroute, and ipconfig commands
- Ability to deliver effective communication/documentation of troubleshooting information in ticket systems for inter-departmental use
- Preferred expertise in IT Support
- Advanced skills in computer terminal and personal computer operation
- Basic math skills; calculate interest and balance accounts; add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals; locate routine mathematical errors
- Effective oral, written and interpersonal communication skills with the ability to apply common sense to carry out instructions, interpret documents, understand procedures, write reports and correspondence, and speak clearly to customers and employees
- Effective/good organizational and time management skills.
- Advanced typing and 10-key skills, with strength on accuracy and speed, to meet production needs of the position
- Ability to work under minimal supervision while performing duties
- Ability to follow documented procedures
- Ability to independently research information to locate and answer support questions when documented procedures are not available
- Sufficient knowledge and cross training on items listed in traditional VIP Support Job Description appendix to perform four or more of the duties assigned to traditional VIP Support Specialist for back up when needed
- Proficient with general office machines and programs to include Microsoft Office Word, Excel, Outlook, and other software that might be utilized in the department
- Ability to use the computer efficiently and the capacity to learn new software programs as they are rolled out by the Bank
- Must have good knowledge of business English, including spelling and punctuation
- Must possess basic English language skills in order to write and speak clearly, and effectively with coworkers and customers
- Must be well-organized, accurate, and attentive to detail
- Must be cooperative and willing to assist coworkers and customers on a regular basis
- Must have effective listening skills demonstrated by the ability to listen to others talk (without interruption), understand them, and then propose solutions or make contributions based on the points made by others
- Must possess excellent multi-tasking skills and be able to function well under pressure
- Must be able to remain composed under pressure and respond to customer and coworker concerns regularly
- Must have a keen eye for detail and follow instructions to the letter
- Must be patient and willing to help others in solving problems while maintaining a positive attitude at all times
ESSENTIAL PHYSICAL DEMANDS:
- Must be able to remain seated or work standing in a confined area on a computer for a minimum of four (4) hours each work day
- Must be able to constantly use hands and fingers to enter data through or on a computer or answer a phone throughout most of an eight (8) hour shift
- Must be able to walk frequently throughout the day
- Must be able to hear and communicate with coworkers and customers throughout the day
- May need to lift up to 25 pounds one to two times a day to perform job
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. Position may require regular before/after normal business hours, or regular out-of-town travel.
WORK ENVIRONMENT:
- Must be able to function in a professional, business office environment and act and dress appropriately for same, consistent with the Bank’s grooming and dress codes
- Must demonstrate excellent interpersonal skills with customers and coworkers
- Must be willing to function as a team member
- Must be willing to demonstrate commitment to CenterState Bank’s mission and goals
MINIMUM QUALIFICATIONS:
- High School diploma or equivalent
- College diploma or university degree in the field of computer science and/or 2 years equivalent work experience
- Current Florida driver’s license and a vehicle with appropriate insurance coverage if required to drive in the course of performing assigned duties and responsibilities
- Ability to conduct research into a wide range of computing issues as required
- Ability to absorb and retain information quickly
- Ability to present ideas in user-friendly language
- Highly self-motivated and directed
- Keen attention to detail
- Proven analytical and problem-solving abilities
- Ability to effectively prioritize and execute tasks in a high-pressure environment
- Exceptional customer service orientation
- Experience working in a team-oriented, collaborative environment
These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. The requirements listed above are representative of the knowledge, skill and/or ability required to perform the position in a satisfactory manner. Individual abilities may result in some deviation from these guidelines.
CenterState complies with federal and state banking laws, such as the Bank Secrecy Act (BSA), USA PATRIOT Act, and other related anti-money laundering/anti-terrorist financing initiatives. The Bank has established a Bank Secrecy Act/Anti-Money Laundering/Office of Foreign Assets Control (BSA/AML/OFAC) Compliance Program and employees are expected to adhere to federal and state banking laws, as well as the Bank’s procedures and/or internal controls. The Bank will terminate the employment of employees who fail to comply with banking laws and/or the Bank’s procedures/controls.
CenterState Bank is an equal opportunity employer and does not discriminate against applicants or employees on any unlawful basis, including race, color, religion, gender, sexual orientation, marital status, age, national origin, ancestry, gender identity, disability, genetic testing, service in the military, citizenship status or any other characteristics protected by federal, state or local law. CenterState also prohibits unlawful harassment of applicants/employees based on these protected categories.
CenterState complies with The Americans with Disabilities Act (“ADA”) and state and local disability laws and will provide reasonable accommodations to qualified individuals with disabilities, unless doing so will cause an undue hardship. The Bank encourages employees/applicants who believe they need reasonable accommodations to contact the Human Resources Department.
ACKNOWLEDGMENT______________________________________
I have received and reviewed a copy of the attached Job Description. I understand that I am expected to perform the duties of this position, and, in the event that I am unclear about the position’s requirements, I will contact my supervisor or Human Resources as soon as possible for clarification.
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