Internal Support Specialist I - Hybrid, Columbus or High Point

Job Summary

Provides general policy, procedure and technical support to Synovus Team Members, receiving and responding to requests for service through varied sources. Searches knowledge resources for solutions and applies appropriately. Resolves or escalates issues to the appropriate team in a timely manner. Follows trained procedures to log incidents or service requests and maintains accurate and relevant records. Categorizes incidents by type, symptom, service interruption, and environment. Uses a high degree of empathy to understand the impact and severity of the reported issue. Sets the Team Member's expectation for resolution, escalation and updates. Provides instruction to Team Members on self-service solutions, obtaining status of existing incidents/requests or the creation of new incidents/requests.

Job Duties and Responsibilities

• Provides general banking policy, procedure and technical support to Synovus Team Members, receiving and responding to requests via telephone and other contact channels.
• Responds to requests for service via telephone, email, self-service portals, and other tools. Displays empathy and understanding of Team Member's issue. Asks information-gathering questions to clarify the definition and scope of the issue. Searches all documentation and knowledge sources to determine cause and solution.
• Displays empathy and understanding of Team Member's issue. Asks information-gathering questions to clarify the definition and scope of the issue. Searches all documentation and knowledge sources to determine cause and solution.
• Establishes Team Member expectations for resolution, escalation and updates. Obtains status of existing incidents/requests or the creation of new incidents/requests. Provides instruction to Team Members on self-service solutions. Records support tickets and cases ensuring incident type, symptom, service interruption, and environment are categorized correctly.
• Verifies that all first-level troubleshooting has been completed and documented. Assigns incidents to the correct group to complete the resolution. Detects trends or new issues and quickly escalates to leadership and NOC to address potential enterprise events.
• Searches established knowledge resources to employ for restoration, flag for improvement, edit with new findings, or to add new learning to the knowledge base and or Policy and Procedure manuals.
• Reviews personal accomplishments and existing KPI performance to recalibrate and improve performance each month. Initiates enrollment in relevant training and completes by due dates. Attends training sessions and workshops as requested.
• Utilizes internal systems and programs to document, track, and monitor each call received and processes associated paperwork. Creates detailed documentation to ensure inquires are processed in an accurate and timely manner.
• Remains current regarding Synovus policy, product and procedural changes including customer mailings and promotions and incorporates that may require frontline retail support or inquiries from the frontline/branch.
• Continuously increases knowledge of products and services offered by Synovus through self-motivation, formal education, seminars and available in-house training.
• Works to exceed customer expectations and quality and productivity standards to support department and company goals and initiatives.
• Demonstrates Synovus HERO characteristics each day including honoring the customer covenant, exceeding expectations, recognizing customer needs, and owning the customer experience.
• Each team member is expected to be aware of risk within their functional area. This includes observing all policies, procedures, laws, regulations and risk limits specific to their role. Additionally, they should raise and report known or suspected violations to the appropriate Company authority in a timely fashion.
• Performs other related duties as required.

The information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Synovus is an equal opportunity employer committed to fostering an inclusive work environment.