Client Service Resolution Analyst I

Co-Op Financial Services Rancho Cucamonga , CA 91730

Posted 7 months ago

The Opportunity

CO-OP Financial Services is bringing digital transformation to the credit union movement. We're creating innovative technology solutions that help not-for-profit credit unions best serve their members and compete with the big banks. As a result, our world-class team is growing faster than ever! If you're passionate about technology and want to be part of a purpose-driven organization, this is an exciting opportunity to provide real value and help shape the future of human-centered financial services.

We are seeking a talented Client Service Resolution Analyst I who will act as an analyst, subject matter expert, and/or facilitator for service operational activities. The Resolution Analyst will work within Client Services assisting internal and external clients acting as a lead resource for both the service team and client executive team to support client program objectives. They will serve as an escalation point for the service team and support more in depth research for the client executive team. This role will require exceptional resourcefulness in understanding how to solve more complex client inquiries, complete and facilitate internal/external procedures, client forms, and work within the organization assisting Sales, Service, and Clients in facilitating and completing their operational activities. This role will also act as the liaison between the client and business partners for setting up new products.

What You Can Look Forward to

  • Assist internal/external clients with program solutions and advise on how best to accomplish client objectives in a particular task.

  • Provides assistance and resolution to technical problem solving matters to the Client Services Team.

  • Troubleshoot, research and resolve Credit Unions reported issues.

  • Work with Client Service Executives to complete in depth research to frame scope and requirements for larger scale initiatives and more in depth tactical items.

  • Have working knowledge to understand and interpret the continual environmental changes with all products, services, credit, and cardholder platforms.

  • Works with internal departments to resolve network/operational issues that are impacting service.

  • Escalate 2nd line client product matters and follow through to resolution.

  • Have deep understanding of invoicing, contracts, and operating rules.

  • Provide communication and/or facilitate discussions as needed between all parties to ensure timely and accurate information exchange.

  • Assist internal staff with requests for information on services, providing detail of functionality of products and services as assigned.

  • Ensure timelines are adhered to and deadlines are met.

  • Evaluate significant client events and report to management service impairments.

  • Assure quality and completion through various tools and resources and accurately update all databases to ensure all activities are documented and information is correct.

  • Actively works within and across departments to pursue client satisfaction and excellent service.

  • Must react to change productively and handle other essential tasks as assigned.

  • As needed, contribute to product development efforts by participating in development projects that bring value to all clients.

  • May assist Client Services Executives or RM's in client on-site visits.

  • Actively supports our CO-OP culture and embraces our core values of Work as Partners, Communicate Openly and Honestly, Demonstrate Excellence and Champion Change in all interactions.

What You'll Need to Succeed

  • GED or High School Diploma.

  • Minimum 5 7 years of similar or related experience.

  • Documentation writing skills are essential.

  • Strong knowledge of card processing operations and credit issuer responsibilities.

  • Familiarity with product and project management methodologies.

  • Understanding services associated with credit card processing.

  • Expert understanding of issue resolution.

  • Strong PC skills (Outlook, Word, Excel, PowerPoint).

  • Extensive knowledge of assigned services.

  • Superior customer service skills.

  • Take charge work style and exceptional communication, writing, and organizational skills.

  • Must be detail oriented, demonstrate excellent time management skills, display good follow-up skills and demonstrate a positive team attitude.

  • Strong analytical skills with an emphasis on problem solving and offering creative solutions.

  • Strong verbal and written communication skills.

  • Ability to track, follow-up and resolve issues.

  • Ability to analyze data and reports to formulate solutions to problems.

  • Solve problems creatively, innovative.

  • Responsive to unscheduled requests; flexible, enthusiastic about work, positive role model for others.

  • Using independent decision making, provide consultation and subject matter expertise in products, services.

  • React to changing priorities and productively handle other essential tasks as assigned in a positive manner.

Why Join CO-OP?

Get ready to be part of the exciting, ever-evolving and growing credit union movement! As a CO-OP employee, you'll have a chance to directly impact the access of financial opportunities to individuals and communities and you'll help drive the future of fintech at an energetic organization where contributions are valued, and innovation is championed.

With more than 35 years of industry leadership, CO-OP Financial Services is the largest, most comprehensive credit union service organization in the nation. CO-OP serves as THE credit union technology engine, bringing payments solutions, engagement services and strategic counsel to help credit unions optimize member experiences to consistently provide seamless, personalized multi-channel offerings, while delivering secure, sophisticated fraud mitigation service.

CO-OP serves more than 3,000 client credit unions, with 60 million debit and credit cardholders, nearly 30,000 surcharge-free ATMs and more than 5,600 shared branches nationwide. Our vast technological ecosystem facilitates more than 6.5 billion transactions every year and equips credit unions of all sizes to deepen member engagement and prosper in the fast-paced world of fintech.

The Perks

  • Fun, challenging and, collaborative work environment with passionate colleagues that care deeply about the intersection of technology and human-centered financial services.

  • Health benefits medical, dental, & vision plus wellness programs and gym reimbursements.

  • 401K with generous company match.

  • Tuition reimbursement.

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Client Service Resolution Analyst I

Co-Op Financial Services