Service and Support Specialist

Service and Support Specialist

Join to apply for the Service and Support Specialist role at W3Global.

Our Client has earned a reputation for serving the needs of our communities by emphasizing the importance of personal banking and by promoting local economic development. We employ a highly qualified and professional staff and offer a wide variety of products and services designed to meet the needs of our customers and our communities. We place a strong emphasis on thrift and home ownership.

Reporting Relationships

Supervised by : Service & Support Manager

Supervises : None

Impact

Supports the Bank's performance, profitability, and reputation by serving as a trusted internal service partner. Provides timely, accurate, and professional support to employees across the organization, ensuring operational efficiency, and compliance.

Responsibilities

• Serve as the first point of contact for internal hotline support inquiries across all departments.
• Provide expert guidance on operational procedures, account maintenance, system navigation, and basic technology troubleshooting.
• Log, track, and resolve support requests.
• Collaborate with front-line staff and specialized departments (Operations, IT, Compliance, etc.) to ensure accurate and consistent communication and timely resolution of escalated issues.
• Create, update, and share internal support documentation, FAQs, and training resources.
• Participate in testing, upgrades, and implementation of new core and third-party systems.
• Regularly analyze support trends and recommend system enhancements, workflow improvements, and staff training initiatives.
• Stay current with bank products, services, policies, and regulatory requirements to provide accurate support.
• Proactively identify knowledge gaps and recommend development opportunities for staff.
• Occasional travel to other locations as needed to ensure operational consistency, employee support, and service excellence.

Ancillary Functions

Mandatory Training Curricula

Training is required of all Bank staff as related to regulatory mandated compliance topics and courses required for specific job functions. Career enhancement training courses are also available. Please refer to course catalog and management for details.

Skills

Physical Demands

This job is mostly sedentary in nature but may occasionally involve lifting files and other materials that weigh up to 20 lbs.

Education

Associate's degree or equivalent in Business, Finance, or a related field preferred.

Experience

Minimum of two (2) years of experience in retail banking, banking operations, call center, or employee support roles.

Seniority level

Associate

Employment type

Full-time

Job function

Other

Industries

Staffing and Recruiting

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