Careers

Business Analyst

POSITION SUMMARY:

Partnering with the department/branch (business) managers, the Business Analyst serves as a liaison among business units, application providers, and IT to bring clarity to select system needs of each business unit. Specifically working with the business managers, the business analyst is responsible for collaborating and analyzing business and data processes; after fully evaluating these processes with the responsible parties, the Business Analyst will review and assist in making recommendations for potential additional systems or use of functionality, controls, greater transparency of data, and straight-through processing. The Business Analyst will work with the business managers to identify and implement system solutions with the necessary security to increase operational efficiencies. 

ESSENTIAL FUNCTIONS:

• Working with managers, assists with determining the user requirements for select business processes, uncovering areas for improvement and discusses those requirements and needs with the appropriate business partners when identifying system solutions.  Works with the managers to ensure that documentation is properly completed and kept up to date prior to, during, and after system changes. 
• Works with the managers in defining solutions, documenting workflow and identifying the necessary system specifications required for executing system solutions with an understanding of how the function operates and the costs involved. 
• Works closely with IT to translate any contextual differences that may interfere with the design process, addresses security requirements with IT and the business manager, reviews system related documentation from vendors and assists in the identification of hardware and access requirements. 
• In conjunction with IT and the business manager, identifies additional data-entries to be built in to the application and flow for future reports. 
• Assists in the verification when final product is accurate.
• Performs other related duties as required.

• Collaborates with business units to coordinate blending data from multiple sources for unified reporting and works with the appropriate business partner to identify cross-functional opportunities to either simplify, or improve, current processes.
• Possesses the ability to build strong relationships within the business units and support functions so as to better understand and assist in assessing appropriate business needs.
• Excellent problem-solving, analytical, user testing, and project management skills.
• Strong communication and technical skills.
• Prior experience in reporting and data visualization solutions, consulting or business analysis.
• Experience with Office particularly Excel, Visio, Power BI, and Crystal Reports.
• Experience with financial reporting solutions, Oracle Cloud ERP, Salesforce, Total Vision
• Experience using Power BI or other BI software suites.
• BA or Associates degree along with a minimum of five years of relevant/related banking work experience or an equivalent combination of education and work related experience.

ITM Specialist 

POSITION SUMMARY:

Under the supervision of the Call Center ITM Manager, the ITM Specialist position plays an integral role in ensuring that an exceptional customer experience is achieved in each banking interaction through our interactive teller machines (ITMs) and through an efficient first call resolution approach in the Bank’s multi-channel call center. The ITM Specialist enhances customer relationships by providing tailored and accurate service through multiple delivery channels. 

ESSENTIAL FUNCTIONS:

• Using an ITM, the ITM Specialist processes allowable financial transactions for customers which may include deposits, withdrawals, loan payments, cashing checks, and issuing cashier’s checks. Verifies customer deposit request, including proper payee and endorsement of checks. May provide certain transaction exceptions, within policy or procedural guidelines.     
• Effectively communicates with and assists internal and external customers in a professional, positive, and composed manner while using effective listening abilities to resolve level 1 customer inquiries and requests. Provides resolutions and creative solutions to non-traditional banking inquiries.
• Service all banking inquiry types, including customer, account and ATM/Debit card research and maintenance, navigation and technical support for electronic services, fraud research and disputes. 
• Has extensive knowledge of all products and is proficient in navigating required electronic product delivery systems. Aids internal and external customers for electronic delivery inquiries and demonstrates research, problem resolution and technical expertise for electronic products and services. Can assist customers in navigating and troubleshooting our electronic products. 
• Identifies and pursues opportunities to build and deepen consumer and business customer relationships by actively listening and engaging with the customer to cross-sell products and services and understand their current and future financial needs and priorities. Offers needs-based solutions and educates customers on products, promotions, and digital services to assist the customer in reaching their financial goals.  
• Maintains a discerning ability to strongly authenticate callers over the phone and mitigate risk by recognizing and reacting to covert and overt attempts of illicit activity. Makes sound judgements balancing customer service and risk to the Bank and provides first-level approval authority for certain transaction exceptions, within policy or procedural guidelines. Provides service escalation to management, as necessary.
• Maintains knowledge of and compliance with applicable federal, state, and local laws and regulations governing the activities of the Bank, as well as a well-rounded knowledge of both front end and back-office operations. Understands when to escalate a problem or situation to management or another department/branch. Owns any customer issues from beginning until resolution while making sure to keep customer informed throughout the process.
•  Is cross trained in all basic Customer Care Center procedures and all verbal and written delivery channels, including phone system, chat, email, and ITM.
• Adheres to all bank, security, and regulatory policies and procedures, including but not limited to, Bank Secrecy Act requirements, currency reporting requirements, check processing and funds availability guidelines, and all other position related regulations, policies, and best practices. Reports any discrepancies to the supervisor. Adheres to all operational policies and procedures.
• Participates in Bank promotions and community events to increase outreach and foster new business opportunities.
• Applies new technology, serves as a subject matter expert on ITM’s and stays up to date on process improvements and technology enhancements.
• Performs other related duties as required. 

• A High School diploma or equivalent is required, along with a minimum of one (1) to three (3) years of banking experience. Call Center or Retail banking experience is preferred. 
• Strong critical thinking skills - ability to assist others, sound decision making skills.  
• Strong customer service and sales skills, as well as strong written communication skills are required.
• Proficient verbal and numerical aptitudes are required.
• Must be able to work in a high-volume setting and must demonstrate an ability to quickly learn and adapt to changing systems, applications, policies, and procedures.
• Maintain a professional appearance while communicating effectively through on-screen technology.
• Possesses working knowledge of financial institution policies, procedures, services, and products.  
• Ability to prioritize several daily responsibilities; must be highly organized and possess the ability to meet deadlines as required.  
• Ability to perform a variety of duties, often changing from one desk to another of a different nature without loss of efficiency or composure. It is required that the employee in this position can work independently and as part of a team, with the ability to easily transition between jobs based on Bank and department need.  
• Ability to work flexible/extended hours including Saturdays.
• Ability to receive guidance and supervision, follow work rules and work procedures; meet deadlines, punctuality, and attendance standards.
• Ability to interpret ideas and facts, while also analyzing and interpreting federal and state laws and/or regulations.

Windsor Federal, an Equal Opportunity Employer, offers a competitive compensation and benefits package including vacation, personal days, paid sick time, holidays, participation in a 401(k) plan, and profit sharing.

For consideration, qualified applicants may email a cover letter and resume to amarks@windsorfederal.com.
Windsor Federal, 995 Day Hill Road, Windsor, CT 06095
An Equal Opportunity Employer