Banking Support Analyst II

We are proud to be a military and veteran-friendly employer.

IT Support Analyst in Banking Services (Banking Support Analyst) will provide excellent customer service through incoming phone calls to the Keefe Group Service Desk while assisting customers with routine incidents and routing incidents to appropriate teams. The Keefe Group IT Support Analyst will also support and train KCN customers on the use of KCN-developed Technology Solutions.

Essential Functions, Duties, and Responsibilities

• Demonstration of excellent customer service skills with frequent interaction with supported user base.
• Answer all incoming contact requests from supported user base across multiple input methods.
• Train KCN customers at customer facilities nationwide on the use of KCN accounting technologies
• Provide phone support services to customers and Regional KCN Staff
• Provide in house reconciliation / balancing research and solutions to KCN customers at customer facilities
• Assist with Bank Transitions within the KCN banking applications
• Document all service activities as specified by the Service Desk Standard Operating Procedures
• Potential on-call phone support services
• Other duties as assigned by the KCN Financial Services Manager

• Associate's degree (A. A.) from two-year college/technical school or equivalent work experience; as well as Accounting / Finance work experience.

• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
• Ability to write reports, business correspondence, and procedure manuals.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
• Ability to apply concepts of basic algebra and geometry.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
• Must be a self-starter who can work well with people at all levels both in and out of the Keefe Group organization and the correctional facility in a professional manner.
• Superior listening skills - Ability to listen carefully and understand a customer's situation clearly in order to help them.
• Strong customer service skills - Ability to properly handle customer requests, concerns, etc. in a patient, helpful and professional manner.
• Strong interpersonal skills - Ability to create positive interactions with customers and peers.
• Strong written and oral communication skills.
• Ability to work independently or within a team to efficiently and effectively resolve customer concerns or issues.
• Ability to manage and prioritize multiple issues.
• Excellent organizational and time management skills.
• Ability to adapt easily to a constant changing environment.
• Understanding of basic computer/network concepts and experience in Microsoft Office applications including but not limited to MS Word, Excel, Power Point, and Outlook

We care about our employees and offer benefits that support your health, finances, and career growth.

• Medical, Dental & Vision Insurance
• 401(k) Retirement Plan with Company Match
• Paid Time Off (PTO)
• Tuition Reimbursement
• Paid Training
• Career Advancement Opportunities
• Life Insurance & AD&D Coverage
• Voluntary Benefits including Short-Term Disability, Long-Term Disability, Critical Illness, Accident Coverage, and more.

Equal Employment Employer as to all protected groups, including protected veterans and individuals with disabilities.

We maintain a drug-free workplace.

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