Hybrid Operations Support Associate presso CNB

Operations Support

Department: Operations Core Banking

Reports To: Core Banking Lead

Job Status: Full Time

Travel:  No Travel

Work Schedule: 

Monday- Friday 8am to 5pm

After Hours and On Call Required

Summary: 

As an entry-level Production Operator with our Core Banking Operations team, the applicant will be the first line of support, ensuring the smooth operation of critical banking systems. You'll be instrumental in delivering exceptional user support by efficiently managing helpdesk inquiries, executing vital recurring operational tasks, and proactively monitoring automated processes. Applicants must be highly organized, customer-centric, possess strong problem-solving instincts, and communicate technical information clearly, you'll thrive in this fast-paced environment and contribute directly to our secure and reliable banking operations.

Responsibilities:

• Recurring Task Management: Take full ownership of recurring operational tasks,   such as file creation to send to 3^rd party vendors, ensuring their timely and accurate completion in strict adherence to established procedures.
• Automated Job Monitoring: Actively monitor automated jobs and critical system processes, proactively identifying anomalies, errors, or potential issues, and escalating them appropriately to prevent disruption.
• Helpdesk Support: Provide prompt, professional, and courteous Helpdesk Support, serving as the initial point of contact for all incoming inquiries. Efficiently log, prioritize, assign, and complete basic support requests, troubleshooting common issues to minimize downtime. Communicate effectively with users, providing status updates and clear instructions, and escalate complex issues to appropriate teams when necessary, ensuring thorough documentation from creation through resolution.
• Customer Service & Communication: Deliver outstanding customer service by actively listening, patiently guiding users, and clearly communicating. Communicate effectively and concisely with internal teams on issues, problems, and incidents, providing essential updates.
• Instruction Interpretation: Consistently demonstrate the ability to take complex technical instructions or scenarios and translate them down into simple, step-by-step tasks that can be easily understood and executed for resolution or documentation.
• Problem-Solving & Troubleshooting: Perform initial troubleshooting for common user issues and system alerts, escalating more complex problems.
• Documentation: Contribute to, maintain, and assist in creating accurate documentation of solutions, processes, and common troubleshooting steps within the department’s knowledge base.
• Policy & Procedure Compliance: Consistently comply with all company policies and procedures, maintaining a high standard of operational integrity and data security.

Qualifications

• High School Diploma or GED required.
• Entry-level position. Previous experience (e.g., 6 months to 2 years) in a fast-paced customer service, technical support, or professional office environment is preferred.
• A genuine desire to help others and a strong commitment to providing excellent customer service.
• Demonstrated technical aptitude and a strong eagerness to learn new software, systems, and operational procedures quickly.
• Exceptional verbal and written communication skills, with the ability to explain technical concepts clearly to non-technical users.
• Strong critical thinking skills with the ability to analyze information, identify problems, and effectively break down complex instructions into manageable tasks.
• Proven ability to work effectively under pressure and manage multiple priorities in a fast-paced environment.
• Highly organized with keen attention to detail, capable of managing tickets, tasks, and documentation efficiently.
• Basic understanding of computer systems, common software applications (e.g., Microsoft Office Suite), and a willingness to quickly learn new technologies and internal systems.
• Ability to collaborate effectively with colleagues and other teams to resolve issues.
• Availability of after-hours and on-call support as part of a rotating schedule to ensure 24/7/365 coverage. While on-call, incidents are typically low-volume but require prompt, critical response.

This job description provides a general overview of the Production Operator responsibilities. It is not an exhaustive list of all duties and tasks, and the scope of responsibilities will evolve to meet changing business needs and advancements in technology.