Senior Client Service Executive - Remote

THE OPPORTUNITY:

We are seeking a talented Senior Client Service Executive who will serve as the main operational contact between assigned clients and the sales, relationship, operations and IT departments. Manages client's daily operational needs. Provides consultative lead on all client requests and inquiries to best meet business objectives. Participates as a project team member on client implementations. Establishes and maintains strong relationship/partnership with clients, operational managers and teams. Provides knowledge and support of client escalations and resolutions. Proactively pursues development and opportunities and shows expected progress on learning plan.

On January 2, 2024, Co-op Solutions and PSCU became a single entity - combining two talented teams with the same mission - both built on the foundation of the "people helping people" credit union philosophy. Our employees are our greatest asset and together, we are better positioned to innovate leading-edge technologies, deliver differentiated value to our clients and support career development opportunities for our employees. It's an exciting and pivotal point in both legacy companies' journeys!

WHAT YOU CAN LOOK FORWARD TO:

• Models' leadership behaviors and actions that facilitate stakeholder collaboration, issue analysis, root cause identification resulting in actions to remedy/resolve associated impact to accomplish results to meet Client and PSCU/Co-op standards.

• Develops rapport with business partners across the organization and demonstrates ability to work through other areas to accomplish results to meet Client and PSCU/Co-op standards.

• Provides Operational reports and logs, monitors client requests, projects and issues. Keeps management abreast of any trends visible through all client interactions and operational data. Alerts management of critical client issues where appropriate.

• Schedules and facilitates ad hoc and recurring client operational conference calls as necessary.

• Maintains and monitors compliance with operational and procedural standards. Works with manager to schedule compliance related development topics

• Manages a mix of clients with more complex and sophisticated programs. Products and services include Credit, Debit and Prepaid, Shared and Un-shared BIN, Multiple Card programs, ATM Networks, Payment Networks, and Card Processing Platforms.

• Prepares and provides required documentation for implementation of new products, programs, and services. Recognized by clients and internal partners as possessing and leveraging the knowledge, skills, and behaviors necessary to effectively scope the largest, most complex requests.

• Effectively manages clients and internal resources through scoping and delivery process Serves as a project team member and consultant to the client Participates in discovery and requirements gathering to determine scope, estimate timeframes and costs. Provides statement of work, timelines, obtains approval and signoffs from the client

• Accountable for client rapport, loyalty and satisfaction at the operational level. Demonstrates a solid foundation of client, product and industry knowledge. Capable of developing and delivering agendas and presentations designed to enhance client partnership and relationships with PSCU/Co-op.

• Serves as the client's main operational point of contact and expert into Co-op's delivery and production teams. Demonstrates the leadership skills and abilities necessary to effectively manage complex client interactions to positive outcomes for both the client and PSCU/Co-op.

• Knows the client's products and services supported by PSCU/Co-op. Utilizes knowledge to recommend appropriate PSCU/Co-op solutions to increase client's portfolio's profitability.

• Communicates regularly with client to evaluate service satisfaction and to interface on day-to-day service delivery questions. Provides status reporting to client. Professionally leads and directs client progress and status of open items. Communicates to CS Leadership via statistical reports metrics which demonstrate client's satisfaction.

• Takes initiative to develop new processes and procedures to improve client relationship management and project delivery. Leads the process to identify components for the creation and maintenance of Best Practices for the Client Care area.

• Actively listens to needs, provides multiple options and makes recommendations as it relates to the client

• Possesses excellent knowledge of products, platforms, applications and services and is able to conduct effective, thoughtful dialogue with clients considering changes in program.

• Identifies development opportunities and works with manager to establish learning focus and learning plan and create personal development plan.

• Embraces our culture of growth, change and continuous learning.

• Mentors and coaches the development of others. Seeks mentoring from others for personal development

• Possesses necessary knowledge and skills need to provide basic training, mentoring and feedback to new associate.

• Consistently models a leader's behavior within the department as well as the larger organization. Possesses the knowledge, skills and abilities necessary to provide detailed training, mentoring and constructive feedback to less tenured team members.

WHAT YOU'LL NEED TO SUCCEED:

• Proficiency with technology and the ability to learn and use new systems quickly, including Microsoft Office Suite (Excel, Word, and Access).

• Prefer 2-3 years of electronic transaction, credit, debit and/or ATM experience.

• Prefer 1+ years of project management/coordination and/or business analysis.

• Knowledge of business planning and product development.

• Knowledge of internal product delivery processes and systems.

• Relationship/partnership building, leadership and facilitation skills.

• Project Management and/or Business Analysis.

• Very good interpersonal and human relationships. Ability to maintain grace under pressure and bring order out of challenging, high pressure periods of time.

• Excellent verbal and written communication.

• Active listening skills and the ability to communicate/articulate complex or simple concepts, sometimes at a moment's notice.

• Solid organizational skills while at the same time being flexible.

• Excellent time management skills.

• Ability to mentor Service Coordinator, Solutions Analyst.

• Demonstrated, strong presentation skills.

• Must be a self-starter, collaborative and detail oriented.

• Ability to recognize, anticipate and solve problems. Resourceful and creative problem solver.

• Ability to manage multiple projects, adhering to deadlines.

• Strong crisis management skills.

• Ability to travel occasionally to participate in client on-site visits.

REQUIRED EDUCATION and EXPERIENCE:

• Bachelor's degree or its equivalent in education and experience.

• 7+ years of direct related experience.

#joinourteam

For California, Colorado and New York Applicants: In accordance with the Equal Pay for Equal Work Act, the expected salary range for this position is between:

$83,000.00 - $107,000.00

Actual Pay will be adjusted based on experience and other job-related factors permitted by law.

This position qualifies for the following benefits; Co-op Solutions offers a competitive Total Rewards package: 401(k) with generous company match, Health, Dental, and Vision Insurance options, Health Savings Account/Flexible Spending Account, Life Insurance, Short- and Long-Term disability benefits, Pregnancy and Parental Leave, Tuition Reimbursement, Paid Time Off (PTO), Paid Holidays, Community Volunteer Time Off, and an Employee Assistance Program.