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Bank of Washington · 2 days ago

Product Support Specialist

Washington, MO

Full-time

Onsite

Entry Level

2+ years exp

Bank of Washington is seeking a Product Support Specialist who will advocate for the employee experience by supporting end users across a range of banking applications. The role emphasizes building strong relationships with internal teams and ensuring users feel confident in their daily workflows.

CommunitiesFinancial ServicesInsurance

Responsibilities

Serve as a trusted resource for employees and financial institution staff using banking applications such as Fiserv, Q2 digital banking, ICE Technology (Encompass), nCino Mortgage, ATM systems, and more

Provide responsive, empathetic support to end users, helping them navigate issues and maximize their use of technology tools

Collaborate closely with cross-functional teams—including IT, Product Management, Loan Operations, Retail Operations, and other internal departments—to resolve issues and improve application performance

Participate in team huddles, project meetings, and upgrade planning sessions to ensure alignment and shared understanding of user needs

Document support interactions and resolutions in Fresh Service, maintaining transparency and accountability

Create and maintain user-friendly documentation and internal knowledge base articles

Assist with upgrades and product rollouts, coordinating with team members to minimize disruption

Share user feedback and insights with internal teams to inform product enhancements and process improvements

Support onboarding and training efforts for new employees or users of upgraded systems

Qualification

FiservQ2 digital bankingICE Technology (Encompass)FreshServiceBasic troubleshootingEmpathyCommunication skillsTeam collaboration

Required

Provide responsive, empathetic support to end users, helping them navigate issues and maximize their use of technology tools

Participate in team huddles, project meetings, and upgrade planning sessions to ensure alignment and shared understanding of user needs

Document support interactions and resolutions in Fresh Service, maintaining transparency and accountability

Create and maintain user-friendly documentation and internal knowledge base articles

Assist with upgrades and product rollouts, coordinating with team members to minimize disruption

Share user feedback and insights with internal teams to inform product enhancements and process improvements

Support onboarding and training efforts for new employees or users of upgraded systems

Associate or Bachelor's degree in Business, Information Technology, or a related field (or equivalent experience)

2+ years of experience in a support or customer-facing role, preferably within financial services or banking technology

Familiarity with banking applications such as Fiserv, Q2 digital banking platforms, ICE Technology (Encompass), nCino Mortgage, ATM systems, and other related tools

Strong communication and interpersonal skills, with an emphasis on empathy and clarity

Proven ability to work collaboratively across teams and departments

Experience using FreshService, Jira, or similar ticketing systems

Experience supporting employees in a financial institution or enterprise environment

Basic troubleshooting skills related to software, hardware, and network connectivity

Ability to manage multiple priorities and remain calm under pressure

A proactive mindset with a passion for improving the user experience and fostering team collaboration