Senior Clerk, Help Desk

vor 2 Wochen

Wiesbaden, Deutschland Community BankNFCU- Overseas Military Banking Program Vollzeit

Requisition# 2064

**Senior Clerk, Help Desk at** Mainz-Kastel District Office (Germany) Full-Time**

***M/F/D Male/Female/Diverse**

**I. Summary**

**II. Principal Accountabilities**

accounts, loan payments/payoff’s, check orders, photocopy requests/phone number changes, IVR PIN resets, online banking, pin based and signature-based disputes.
- Determines severity of bank associates and retail customer issues, escalating complex issues to the Manager Help Desk.
- Ensures that all Help Desk cases are documented.

overdraft protection/credit lines, savings overdraft protections, reactivating closed accounts, UK tax daily maintenance (Fidelity 7 TDSI database), updates telephone numbers and vacation notes.
- Performs UK Tax monthly balancing and assists Manager Help Desk with year-end balancing.
- Performs dual control of data input, taking corrective action when necessary.
- Resolves moderately complex issues arising from maintenance transactions, working directly with banking centers or back-office departments, escalating complex issues to the Manager Help Desk.
- Actions daily/monthly reports, or reviews correctness of actions performed by other associates.
- Updates department statistics.
- Performs daily Community Bank website verification.
- Remains up-to-date on policy and procedure changes.
- Performs other reasonable duties as assigned.

**III. Knowledge & Skills**

**A. Knowledge**
- High school diploma or general education degree.
- German Bankkaufmann/-frau or equivalent.
- Experience in a related client server or call canter environment.
- In-depth knowledge of the Bank’s products and services.
- Sound knowledge of the Bank’s policies and procedures.

**B. Skills**
- Excellent problem solving and interpersonal skills.
- Ability to work under stressful conditions.
- Excellent communication skills, ability to communicate with all levels of associates and

customers.
- Fluency in English (written and oral), German desirable.

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