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

Qualifications

Education/Certification:

  • 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.

SKILLS/ABILITIES:

  • 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.


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Financial Institution Support Specialist

Cuna Mutual Group