Real Estate Lending Help Desk Analyst
Truist Financial, Richmond, VA, United States
Company : Truist Financial
Location : Richmond, VA
Employment Type : Full Time
Date Posted : 03/25/2026
Job Categories : Banking, Finance/Economics, Information Technology
Job Title : Real Estate Lending Help Desk Analyst
Regular or Temporary : Regular
Language Fluency : English (Required)
Work Shift : 1st shift (United States of America)
Job Description The position is described below. If you want to apply, click the Apply Now button at the top or bottom of this page. After you click Apply Now and complete your application, you will be invited to create a profile, which will let you see your application status and any communications. If you already have a profile with us, you can log in to check status.
If you have a disability and need assistance with the application, you can request a reasonable accommodation. Send an email to Accessibility (accommodation requests only; other inquiries won’t receive a response).
Essential Duties and Responsibilities
Troubleshoot, analyze and resolve related issues using available resources and tools.
Report any new issues immediately to next level support and management.
Speak with end-users to resolve their issues quickly and determine a root cause.
Support roll‑out of new applications.
Complete call logs in Salesforce on each call.
Work bulk requests to support issue resolution between calls.
Educate end-users on resolution to their issue to ensure they have an understanding on how to fix it on their own going forward to prevent additional calls.
Warm transfer calls to appropriate departments if the call comes in and OSS does not support the particular application.
Review daily communications provided by management or the Knowledge Services Communications team to stay informed of new information on changes and workarounds.
Adhere to OSS scorecard goal expectations to meet/exceed goals as outlined.
Required Qualifications
High school diploma or equivalent.
One to three years in a Help Desk environment.
Excellent listening, verbal, and written communication skills.
Ability to handle a busy, stressful environment and maintain professionalism at all times.
Preferred Qualifications
Associate’s or Technical degree.
Three years of IT experience.
Knowledge of Truist Mortgage systems (e.g., Empower, Salesforce, Blend, Citrix, LendingSpace).
Banking or financial services experience.
Working Conditions
Sitting/Standing/Walking/Bending/Lifting: Constantly (more than 50%) for sitting, occasionally (less than 25%) for standing, walking, bending, and lifting up to 10 lbs.
Visual/Audio/Speaking: Able to access and interpret client information from the computer and to hear and speak with individuals in person and on the phone.
Manual Dexterity/Keyboarding: Able to work standard office equipment, including PC keyboard and mouse, copy/fax machines, and printers.
Availability: Able to work all hours scheduled, including overtime as directed by manager/supervisor and required by business need.
Travel: Minimal and up to 10%.
Benefits All regular teammates (not temporary or contingent workers) working 20 hours or more per week are eligible for benefits, though eligibility for specific benefits may be determined by the division of Truist offering the position. Truist offers medical, dental, vision, life insurance, disability, accidental death and dismemberment, tax-preferred savings accounts, and a 401(k) plan to teammates. Teammates also receive no less than 10 days of vacation (prorated based on date of hire and by full-time or part-time status) during their first year of employment, along with 10 sick days (also prorated), and paid holidays. For more details on Truist’s generous benefit plans, please visit our Benefits site. Depending on the position and division, this job may also be eligible for Truist’s defined benefit pension plan, restricted stock units, and/or a deferred compensation plan. As you advance through the hiring process, you will also learn more about the specific benefits available for any non-temporary position for which you apply, based on full-time or part-time status, position, and division of work.
Equal Opportunity Employer Truist is an Equal Opportunity Employer that does not discriminate on the basis of race, gender, color, religion, citizenship or national origin, age, sexual orientation, gender identity, disability, veteran status, or other classification protected by law. Truist is a Drug Free Workplace.
EEO is the Law E-Verify IER Right to Work
Website : https://careers.truist.com/us/en/jo...
#J-18808-Ljbffr
Location : Richmond, VA
Employment Type : Full Time
Date Posted : 03/25/2026
Job Categories : Banking, Finance/Economics, Information Technology
Job Title : Real Estate Lending Help Desk Analyst
Regular or Temporary : Regular
Language Fluency : English (Required)
Work Shift : 1st shift (United States of America)
Job Description The position is described below. If you want to apply, click the Apply Now button at the top or bottom of this page. After you click Apply Now and complete your application, you will be invited to create a profile, which will let you see your application status and any communications. If you already have a profile with us, you can log in to check status.
If you have a disability and need assistance with the application, you can request a reasonable accommodation. Send an email to Accessibility (accommodation requests only; other inquiries won’t receive a response).
Essential Duties and Responsibilities
Troubleshoot, analyze and resolve related issues using available resources and tools.
Report any new issues immediately to next level support and management.
Speak with end-users to resolve their issues quickly and determine a root cause.
Support roll‑out of new applications.
Complete call logs in Salesforce on each call.
Work bulk requests to support issue resolution between calls.
Educate end-users on resolution to their issue to ensure they have an understanding on how to fix it on their own going forward to prevent additional calls.
Warm transfer calls to appropriate departments if the call comes in and OSS does not support the particular application.
Review daily communications provided by management or the Knowledge Services Communications team to stay informed of new information on changes and workarounds.
Adhere to OSS scorecard goal expectations to meet/exceed goals as outlined.
Required Qualifications
High school diploma or equivalent.
One to three years in a Help Desk environment.
Excellent listening, verbal, and written communication skills.
Ability to handle a busy, stressful environment and maintain professionalism at all times.
Preferred Qualifications
Associate’s or Technical degree.
Three years of IT experience.
Knowledge of Truist Mortgage systems (e.g., Empower, Salesforce, Blend, Citrix, LendingSpace).
Banking or financial services experience.
Working Conditions
Sitting/Standing/Walking/Bending/Lifting: Constantly (more than 50%) for sitting, occasionally (less than 25%) for standing, walking, bending, and lifting up to 10 lbs.
Visual/Audio/Speaking: Able to access and interpret client information from the computer and to hear and speak with individuals in person and on the phone.
Manual Dexterity/Keyboarding: Able to work standard office equipment, including PC keyboard and mouse, copy/fax machines, and printers.
Availability: Able to work all hours scheduled, including overtime as directed by manager/supervisor and required by business need.
Travel: Minimal and up to 10%.
Benefits All regular teammates (not temporary or contingent workers) working 20 hours or more per week are eligible for benefits, though eligibility for specific benefits may be determined by the division of Truist offering the position. Truist offers medical, dental, vision, life insurance, disability, accidental death and dismemberment, tax-preferred savings accounts, and a 401(k) plan to teammates. Teammates also receive no less than 10 days of vacation (prorated based on date of hire and by full-time or part-time status) during their first year of employment, along with 10 sick days (also prorated), and paid holidays. For more details on Truist’s generous benefit plans, please visit our Benefits site. Depending on the position and division, this job may also be eligible for Truist’s defined benefit pension plan, restricted stock units, and/or a deferred compensation plan. As you advance through the hiring process, you will also learn more about the specific benefits available for any non-temporary position for which you apply, based on full-time or part-time status, position, and division of work.
Equal Opportunity Employer Truist is an Equal Opportunity Employer that does not discriminate on the basis of race, gender, color, religion, citizenship or national origin, age, sexual orientation, gender identity, disability, veteran status, or other classification protected by law. Truist is a Drug Free Workplace.
EEO is the Law E-Verify IER Right to Work
Website : https://careers.truist.com/us/en/jo...
#J-18808-Ljbffr