Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

This role is responsible for providing comprehensive support to GRM and Banking Team users of Credit360 and CreditLens. The incumbent will respond to inquiries related to system navigation, policies, procedures, and application-related issues. Key responsibilities include intake, triage, and logging of user inquiries to ensure timely and accurate resolution.

Is this role right for you? In this role, you will:

1. Drives a customer focused culture throughout the team to deepen client relationships and leverage broader Bank relationships, systems, and knowledge.

   • Respond to user inquiries regarding the application (e.g., navigation, “how to”, definition of drop-down values, mandatory fields, instructions on where to find guidance).
   • Redirect inquiries or issues to applicable Subject Matter Experts.
   • Log queries by creating Service Now tickets (ticketing tool application).
   • Escalate issues through the proper channels (e.g. Business Support and Technical Support) as applicable.
   • Track status of query and issue resolution.
   • Review new/or updated Credit360/CreditLens guidance.
   • Reply to e-mail inquiries sent to the Credit Risk Help Desk central mailbox and arrange follow-up calls as necessary.
   • Redirect tickets to L2 partners for resolution (C360 Business Support, CLens Support, SDR Support, CARDS Support etc.)

2. Projects:

   • Lead, as required, in projects regarding the implementation of new or improvements to support stakeholders in defining new requirements based on user feedback.
   • Assist in pro-actively looking for ways to improve efficiencies within the unit as well as with partners whom we interact.
   • Additional responsibilities/tasks as assigned by management.

3. Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.

4. Support a high-performance environment by constantly sharing ideas/best practices, staying engaged, and focusing on achieving results.

Do you have the skills that will enable you to succeed in this role? We'd love to work with you if you have:

• Undergraduate degree in business or technology.
• Solid understanding of internal Bank lending policies, practices, and procedures.
• Good organizational skills, as well as the ability to perform multiple priorities while maintaining high quality work.
• Spanish language proficiency
• Ability to perform effectively in a team.
• Must be able to operate effectively in a fast-paced environment with tight deadlines.
• Must have strong excel and data mining skills in order to effectively perform his/her daily duties.
• Processes strong problem-solving and analytical skills.
• Strong communication and relationship building skills.
• Must be able to work collaboratively with stakeholders to ensure the team’s objectives are met; this requires a high degree of flexibility as work may need to be re-prioritized based on business needs.

What's in it for you?

• We have an inclusive and collaborative work environment that values curiosity & ownership, encourages pragmatic creativity (i.e. true innovation), and celebrates success!
• An inclusive working environment that encourages creativity, curiosity, and celebrates success!
• A rewarding career path with diverse opportunities for professional development
• Internal training to support your growth and enhance your skills
• A competitive rewards package that includes a base salary, a performance bonus, company matching programs on pension and profit sharing, paid vacation, personal & sick days, medical, vision and dental benefits that start from day one and much more!