Financial Institution Support Specialist

Cuna Mutual Group Grand Rapids , MI 49504

Posted 2 months ago

Position Purpose

Compliance Systems' mission is to grow long-term sustainable recurring revenue and to achieve annual revenue goals through our Business Partners and direct sales to Financial Institutions (FI). Business Partners refers to any entity that distributes our products and services as an integrated part of their product lines or directly integrates our products and services for their own use. Our Financial Management and the FI Support team's mission is to manage and preserve our recurring revenue growth and to provide exceptional support, training, and services to Clients. Under the direction of the FI Support Manager, the FI Support Specialist II is responsible for supporting FI's that are interacting with our products. This support includes coordinating and communicating with specific members of the FI and Business Partner organizations to ensure combined solutions are maintained in a way that meets the needs of our clients. This support position requires that the employee gains a foundational understanding of our products and services to triage complex issues and builds strong FI relationships. The expectation for this individual is to advance a solid Compliance Systems product knowledge over time, have a recognized client-service orientation, and an ownership mentality. Also, the Support Specialist II must have strong results orientation, a passion for the Fintech industry, the ability to execute in a dynamic environment, with strong communication and basic project management skills.

To do this, the FI Support Specialist II must have:

  • Knowledge of Compliance Systems' Technology/Software Products/Solutions: Demonstrates an in-depth understanding necessary to explain the functions/interdependency of the Compliance Systems' technology and solutions to FIs and Business Partner organizations and effectively triage client issues.

  • Knowledge of Partners/Financial Institutions: Demonstrates an in-depth understanding of how various roles with different Partners and Clients (Financial Institutions) interact with the Compliance Systems solutions/applications and impact to their day-to-day activities within the organization. Understands institution policies and standards related to support requests.

  • Overall Self Leadership/Communication Skills/Project Management: Demonstrates basic self-leadership, strong communication skills, and Project Management capability in working with others.

Specifically, under limited direction and with increased autonomy of the Support Manager, the FI Support Specialist II must:

  • Serve as the "Tier 2" for client/business partner support calls received in FI Support.

  • Understands and shares the optimal use of Compliance Systems' product functionality.

Essential Functions and Basic Duties

Essential functions, duties and responsibilities include the following. Other duties may be assigned:

Serve as "second level" for client and business partner support calls received in FI Support.

  • Field incoming calls for client support.

  • Ensure second-level triage for client questions received.

  • Facilitate and lead screenshare/video meetings with clients and partners to triage and resolve more complex support issues

  • Coordinate requested changes from clients with the Product teams.

  • Effectively communicate resolution to internal Compliance Systems' staff as well as Compliance Systems' clients, when appropriate.

  • Manage day-to-day issues using a consistent review process and Compliance Systems' internal management tools (e.g., JIRA, OnContact).

  • Educate clients on tools such as the Community Lounge to promote self-service and ongoing communication from Compliance Systems.

  • Track, update and close (as appropriate) incidents/questions/errors ("IRs") and communicate expectations for delivery and completion.

  • Where needed, develop a clear plan to resolve or troubleshoot any issues.

  • Make outbound proactive calls as assigned to ensure client's needs are being met.

  • Assist in renewal calls as assigned.

Understand the optimal use of Compliance Systems' product functionality.

  • Proficient in understanding the Compliance Systems' features, services and solutions through research of client/business partner questions, recreation of reported issues, and by validating defect resolutions.

  • Regularly ask yourself, "During interactions, how can the FI better understand and use our product, tools/resources and system?"

  • Provide feedback to Product and Communication teams for additional training/education content creation based on client experiences and feedback



  • Bachelor's degree from an accredited college/university.

Experience Required:

  • Generally, 2 - 4 years of work experience in banking/financial services technology (i.e., banks, CU, MB, FinTech, etc.).

  • Previous experience in a technology support environment preferred.


  • Strong service orientation/passion.

  • Strong communication skills both verbal and written.

  • Demonstrated ability to work as part of integrated teams in a fluid environment.

  • The ability to manage details and multi-task in a fast-paced environment.

  • The ability to develop long-term close working relationship based on trust and respect.

  • Strong analytical, creative thinking, interpretation, and problem-solving abilities.

  • Proficiency in basic MicrosoftTM programs.

  • Excellent time management skills.

  • Excellent problem-solving and troubleshooting abilities.

CUNA Mutual Group's insurance, retirement and investment products provide financial security and protection to credit unions and their members worldwide. As a dynamic and growing company, we strive to create a culture of performance, high standards and defined values. In return for your skills and contributions, we offer highly competitive compensation and benefit packages, significant professional growth, and the opportunity to win and be rewarded.

Please provide your Work Experience and Education or attach a copy of your resume. Applications received without this information may be removed from consideration.

icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Signal Support Systems Specialist (25U)

Army National Guard

Posted 1 week ago

VIEW JOBS 3/19/2020 12:00:00 AM 2020-06-17T00:00 25U Signal Support Systems Specialist Job ID: 1232055 Job Views: 8 Location: GRAND RAPIDS, Michigan, United States ZIP Code: 49509 Job Category: Technology and Networking Posted: 03.17.2020 Age Requirements: Must be between the ages of 17 and 35 Job Description Communication is the pulse of Army National Guard units, and it's up to the Signal Support Systems Specialist to ensure the information keeps flowing so the military doesn't miss a beat. Signal Support Systems Specialists are responsible for integrating signal systems and networks; performing signal support functions and unit-level maintenance on authorized signal equipment; and installing, operating, and maintaining radio and data distribution systems. Advanced team members supervise and train other Soldiers; maintain and install signal support systems and terminal devices; provide technical assistance and training for automation and communications equipment; prepare maintenance and supply requests for unit-level signal support; and operate and perform preventative maintenance checks and services on assigned vehicles. Job Duties * Maintain radio and data distribution systems * Perform signal support functions and technical assistance for computer systems * Provide technical assistance and training for local area networks * Maintenance for equipment, terminal devices, assigned vehicles, and power generators Some of the Skills You'll Learn * Mechanical and electrical principles * Preventive maintenance procedures * Line installation and wiring techniques * Communication security policies and procedures Helpful Skills * Interest in working with electronic equipment * Interest in problem solving Through your training, you will develop the skills and experience to enjoy a civilian career with companies that produce communications and electronic equipment. Additional study and two years of electronics experience will also qualify you for certification as an Associate Certified Electronics Technician. Earn While You Learn Instead of paying to learn these skills, get paid to learn. In the Army National Guard, you will learn these valuable job skills while earning a regular paycheck and qualifying for tuition assistance. Job training for Signal Support Systems Specialists consists of 10 weeks of Basic Training, where you'll learn basic Soldiering skills, and 18 weeks of Advanced Individual Training (AIT) which will include a combination of hands-on and classroom training. Benefits/Requirements Benefits * Paid training * A monthly paycheck * Montgomery GI Bill * Federal and State tuition assistance * Retirement benefits for part-time service * Low-cost life insurance (up to $400,000 in coverage) * 401(k)-type savings plan * Student Loan Repayment Program (up to $50,000, for existing loans) * Health care benefits available * VA home loans * Bonuses, if applicable * Most non-prior service candidates will earn between $200 and $250 per drill weekend, subject to change Requirements * Military enlistment in the Army National Guard * Must be at least a junior in high school, or have a high school diploma or a GED certificate * Must be between the ages of 17 and 35 * Must be able to pass a physical exam and meet legal and moral standards * Must meet citizenship requirements (see for details) Requires military enlistment. Programs and benefits are subject to change. Ask your Army National Guard recruiter for the most up-to-date information. Actual MOS assignment may depend on MOS availability. This position may qualify for a bonus, ask your National Guard recruiter for the most up-to-date information. Army National Guard Grand Rapids MI

Financial Institution Support Specialist

Cuna Mutual Group