Production Support Analyst (Cash Vault)

Location: 4910 Tiedeman Road - Brooklyn, Ohio 44144 Location: This is a mobile position and will require one day in the office at our Brooklyn, OH location. Standard work schedule: Monday thru Friday 7:30AM - 4:00PM EST. Job Functions and Competency Overview As a Production Support Analyst, you will develop industry expertise and detailed product knowledge, and drive execution of strategic initiatives while providing operations support, as needed. Support Daily Operations, as needed: Resolve incoming client calls based on departmental goals. Perform initial problem determination by asking client troubleshooting questions in a systematic manner. Focus on the delivery of excellent service. Consistently utilize troubleshooting skills and tools for maximum efficiency and effectiveness. Assess initial impact in incident record; set record priority level as well as escalates in a timely manner. Capture large scale customer group impact problem escalation opportunities in a timely manner. Promptly notify Critical Incident Center of urgency issues after collecting required information for escalation. Take ownership and responsibility of client technical/functional problems. Lead by example; independently makes decisions on course of action to get the client back in to production in a timely manner. Be a positive, professional resource for clients and support partners. Manage challenging calls, maintain control. Take opportunities to keep clients well informed during the call. Multitask when handling departmental group chats. Maintain the Converge Point platform with current procedures. Gather data necessary for application specific reports. Primary Responsibilities & Competencies: Delivering high quality support and great service to our internal/external partners and vendors. Active participation and guidance as they relate to cash vault and transportation operations and process initiatives and projects. Assist in developing reporting and metrics to measure performance and effectiveness of operational processes. Demonstrate and maintain familiarity of industry trends and practices in operational area, risk management, compliance, and operations. Support all solutions for business critical operational or technology issues including operational impact, root cause analysis, cross business impact, and arrival at solutions; communicate clearly to end users and key stakeholders. Analyze and trend data, create actionable insights through analysis of cash vault and transportation performance statistics and third-party vendor SLA data from various applications, utilizing feedback from partners to proactively drive operational and cross functional change. Prepare and maintain periodic reports for the department and vendor scorecards. Assists in identifying and implementing operational improvement concepts that generate measurable benefits across the organization (e.g., revenue, expense, client experience, etc.); further supports larger improvement projects. Support daily operations. Required Qualifications: Bachelor's degree in business, finance, accounting or other business-related degree or equivalent work experience. 1-2 years of experience in banking, operations, or business analyst roles Strong problem solving skills. Experience in Excel with an ability to manage large data sets, creating summary views using pivot tables, data graphs/visualization. Strong interpersonal, influential and relationship building skills; must demonstrate the ability to work cross functionally with a variety of personality types. Ability to communicate with senior management concisely and effectively. High degree of adaptability & intellectual curiosity, comfortable with ambiguity. Exceptional teamwork and collaboration. Strong oral and written communication skills. Strong organization skills

Created: 2024-10-31