Help Desk Officer – Tahoe

About the role

The Ask Operations Help Desk Officer acts as a subject‑matter expert supporting the branch network and internal units. The role focuses on delivering high‑quality customer service, resolving procedural queries, and coaching users to navigate systems effectively.

Key responsibilities

• Provide best‑in‑class customer service, maintain deep knowledge of policies and procedures, and meet Service Level Agreements.
• Track daily activity volumes, identify trends, and communicate insights to improve processes and partner support.
• Escalate issues, recognize patterns, and recommend improvements to enhance service delivery.
• Ensure compliance with operational risk, regulatory, AML/ATF, and conduct standards, and support business continuity testing.
• Participate in new support initiatives, branch roll‑outs, and continuous improvement projects.

Required profile

• Performance‑focused with strong collaboration skills.
• Ability to analyze trends, prioritize work, and recommend process enhancements.
• Understanding of risk and regulatory frameworks relevant to operational support.
• Effective communication and coaching abilities for internal and external stakeholders.

Required skills

What we offer

• Opportunity to work within a purpose‑driven, inclusive team.
• Exposure to a wide range of operational and compliance processes.
• Professional development through coaching and continuous improvement initiatives.