Business Software Support Specialist at 1st Franklin Financial Corporation

Role Purpose
Under the direction of the Business Software Support Manager, the Business Software Support Specialist
supports the branch loan origination system and provides support for branch and home office operations.
He/she assists in the responsibility for Disaster Recovery efforts regarding system software. This position works
closely with the Business Software Support Manager, and various member of the Product Team to ensure 1st
Franklin’s loan origination system is in unison with Company Policy and Procedures. 

Principal Accountabilities and Key Activities
1. Provides Customer Support to resolve IT related problems
a. Monitors ticketing system to provide timely response to software issues
b. Creates and maintains detailed comments in support request tracking system for business
software issues
c. Maintain working knowledge of End User responsibilities
d. Identify trends and escalates accordingly
e. Work closely with Software Support Analyst and Product Team to ensure that enhancements and defects are identified and implemented efficiently

2. Creates an Exceptional Customer Experience
a. Responds to customer needs in a timely and efficient manner
b. Builds internal and external relationships
c. Ensures customer confidentiality and private information is maintained

3. Ensures Compliance and Regulatory Standards
a. Adheres to all 1FFC policies and procedures
b. Complies with all State and Federal regulations

4. Engages a Learning & Development environment
a. Participates in personal development
b. Exhibits knowledge of all 1FFC products
c. Seeks additional opportunities and responsibilities
d. Maintains and prioritizes multiple projects

5. Exemplifies the 1FFC Leadership Competencies

6. Performs all other work-related duties as assigned