Help Desk Phone Analyst (Banking/Mortgage)

Dexian; Richmond (VA); On-site; USD 60,000 - 80,000; Full time

Job summary

A leading provider in staffing and IT solutions, Dexian is seeking a Help Desk Phone Analyst in Richmond, VA. This role involves troubleshooting and support for end-users in the banking/mortgage domain. The ideal candidate will have a high school diploma and 1-3 years of experience in a Help Desk environment. Strong communication skills and the ability to work under pressure are essential.

Qualifications

• 1-3 years Help Desk environment experience.
• Ability to handle a busy stressful environment.
• Educate customers on resolving their issues effectively.

Responsibilities

• Provide troubleshooting and triaging support for end-users.
• Adhere to compliance regulations and escalate issues as necessary.
• Educate teammates on issues to reduce repeat calls.

Skills

Excellent listening

Verbal communication

Written communication

Troubleshooting

Analytical skills

Customer support

Professionalism

Education

High school diploma or equivalent

Associate’s or Technical degree (nice to have)

Job description

Help Desk Phone Analyst (Banking/Mortgage)

Help Desk Phone Analyst (Banking/Mortgage)

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This range is provided by Dexian. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$25.00/hr - $30.00/hr

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Title: Help Desk Phone Analyst (Banking/Mortgage)

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.

Knowledge/Experience:

• 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"

Dexian is a leading provider of staffing, IT, and workforce solutions with over 12,000 employees and 70 locations worldwide. As one of the largest IT staffing companies and the 2nd largest minority-owned staffing company in the U.S., Dexian was formed in 2023 through the merger of DISYS and Signature Consultants. Combining the best elements of its core companies, Dexian's platform connects talent, technology, and organizations to produce game-changing results that help everyone achieve their ambitions and goals.

Dexian's brands include Dexian DISYS, Dexian Signature Consultants, Dexian Government Solutions, Dexian Talent Development and Dexian IT Solutions. Visit https://dexian.com/ to learn more.

Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Contract

Job function

• Job function

  Customer Service, Finance, and Administrative

• Industries

  Banking, Financial Services, and Investment Banking

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