Five Star Bank and affiliate companies are committed to Equal Employment Opportunity and Affirmative Action. We recruit, hire, train and promote persons in all job titles and ensure that all other personnel actions are administered without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, age, veteran status, disability, genetic information, or any other protected characteristic. Five Star Bank and affiliate companies are committed to providing reasonable accommodations to employees and applicants with disabilities to the full extent required by the Americans with Disabilities Act (ADA). If you feel you need a reasonable accommodation pursuant to the ADA, you are encouraged to contact us at (585) 786-4344 or (585) 786-1417.
Schedule/Hours: Rotating schedule between the hours of 7:30am-6:00pm (Monday-Thursday), 7:30am-7:00pm (Friday), and 8:30am-1:30pm (Saturday).
Position Title: Support Desk Representative
Location/Affiliate: 220 Liberty Street, Warsaw
Reports To (Title): Retail Operations Manager
Department: Bank Operations
FLSA Status: Non-Exempt
Purpose: The Support Desk Representative is responsible for applying a level of understanding and knowledge of company products, services, banking software applications, policies and procedures in responding to internal employee service requests in a call center environment.
Scope and Direction
Area of Responsibility: Bank Operations
Degree of Supervision Received (Minimal, Moderate or Extensive): Moderate
From (Title): Retail Operations Manager
Degree of Supervision Given (None, Minimal, Moderate or Extensive): None
To (Title(s)): N/A
Essential Functions: The major duties of the job that constitute the fundamental tasks and or responsibilities of the position. Employees must be able to perform the essential functions of the position with or without reasonable accommodations.
1.Service internal incoming calls, including but not limited to Net Express, BillPay, ACH, External Opt out, Mobile Banking and general account assistance
2.Service employees with all software or hardware related issues, perform voicemail and email troubleshooting
3.Performs urgent response and dispatch for system, frame relay, or telephone line problems
4.Responsible for monitoring, maintaining and responding to incoming internal service emails and webchats
5.Provide assistance to the Security Department to include reporting possible security threats, troubleshooting branch security equipment and/or placing calls for repair on branch security equipment
6.Meet or exceed established individual and departmental support center metrics
7.Demonstrates the standards and principles of the Five Star experience in every interaction with internal and external customers and associates. Incorporates the high-performance behaviors of teamwork, leading by example and service in every facet of work.
8.This job description is not exhaustive. The Support Desk Representative may be required to perform other duties as assigned.
Required: High School Diploma or Equivalent
Required: Years: 2+ Type: Call/Support Center or Technical Support experience
Preferred: Years: 3+ Type: Call/Support Center or Technical Support and Troubleshooting experience
Licenses or Accreditation:
1.Proven problem solving skills
2.Excellent organizational skills with the ability to manage multiple priorities and meet established deadlines
3.Strong interpersonal and communication skills (both written and verbal)
4.Working knowledge of Microsoft Office applications with the ability to learn new and existing Banking software
5.Ability to work, communicate and provide training to all levels of employees and management with diverse skill sets
6.Reliable in fulfilling hours scheduled and consistently punctual
7.Responds to requests for information in a timely and professional manner
1.Ability to work rotational Saturday schedule
2.Able to regularly sit for prolonged periods of time
3.Extensive computer usage is required
4.Extensive phone usage is required
Note: At a later stage in the application process, applicants will be required to provide information about their criminal conviction history, if any, and to authorize the procurement of a consumer report that will contain, among other things, information about criminal conviction history.
Except as required by applicable law, past criminal convictions will not automatically disqualify an applicant from employment, and Five Star Bank will only consider such history in accordance with applicable law. Please be advised, however, that federal law prohibits Five Star Bank from employing "any person who has been convicted of any criminal offense involving dishonesty or a breach of trust or money laundering, or has agreed to enter into a pretrial diversion or similar program in connection with a prosecution for such offense" unless the FDIC has provided prior written consent.
Five Star Bank