Associate Support Center Specialist

At Emprise Bank, everything we do is focused on advancing the neighborhoods, businesses, and people in our communities. We proudly work to provide extraordinary customer service and products to help our customers achieve their goals.

We are currently seeking an Associate Support Center Specialist to join our team in Wichita, Kansas. This role acts as the primary point of contact for Emprise Associates relative for areas involving bank processes, procedures, and the technology network.

A successful candidate will have:

• Credibility to provide reliable and accurate information for recommendations
• Exemplary customer service experience
• Strong attention to detail and time management skills
• Confident and articulate communications skills
• Initiative and strong work ethic
• Problem resolution and analytical thinking skills
• An understanding of and commitment to our values
• Attitude and aptitude to engage in continuous development

Essential functions of the role:

Service & Support

• Function as the primary point of contact for Emprise associates regarding bank processes, procedures, and system functionality
• Maintain in-depth knowledge of bank operations, perform business process support tasks, and respond to support requests by troubleshooting, documenting, and escalating critical issues
• Analyze support trends and communicate insights to management
• Manage access permissions for new hires and transfers
• Ensure prompt removal of access and assets during terminations

Process Development

• Develop and refine written procedures to ensure consistency and minimize risk to bank assets
• Review existing procedures for clarity and accuracy, aligning them with organizational service standards
• Stay abreast of industry compliance and best practices, ensuring procedural adherence
• Collaborate across departments to innovate and improve processes
• Automate report generation where possible to save time and reduce errors

Technical Support Responsibilities

• Have a clear understanding of the bank's software and hardware systems
• Develop a knowledge base or documentation for common issues and their resolutions
• Follow systematic troubleshooting steps to diagnose and resolve technical issues
• Document troubleshooting procedures and outcomes for future reference
• Stay informed about software, applications, and hardware availability
• Collaborate with colleagues or other technical teams when necessary
• Establish good relationships with vendors, escalate issues to vendors promptly and follow up to ensure timely resolution

Project Work

• Actively contribute to project teams by leveraging knowledge of systems and software to support development, implementation, and optimization efforts
• Serve as a subject matter expert, guiding setup, deployment, and utilization of current and new systems to maximize efficiency and performance

Requirements

• High School Diploma or GED; or level of education that, together with industry experience, enables the applicant to meet the job requirements required
• 1+ years of retail banking or technical experience preferred
• General understanding of technical concepts and language preferred
• Proficiency with large server based applications and typical desktop software preferred
• Experience with Microsoft suite products preferred
• Technical writing experience preferred

Hours:

Monday – Friday: 7:30 AM – 6:15 PM (hours will vary)

Saturday: 8:15AM – 12:15 PM (rotating)

Benefits

In addition to a competitive salary and benefits, Emprise offers professional growth, a rewarding and challenging environment, opportunities to be involved in our communities, and a culture of integrity, passion, and success. We also offer shift differential pay for bilingual candidates!

At Emprise Bank, empowering people to thrive means having an all-inclusive culture that honors our commitment to traditional dimensions of diversity in our workforce and embraces inclusion of all people. People of color, women, LGBTQIA+, veterans, and persons with disabilities are encouraged to apply.

To learn more, please visit our website at www.emprisebank.com.

Emprise Bank is an EEO/AA/ADA/Veteran Employer/Member FDIC/Drug Free Workplace.