Client Care Fulfillment & Support Representative I

US-CA-Rancho Cucamonga
Req No.
2017-1780
Category
Customer Service/Support
Type
Full-Time

Overview

CO-OP Financial Services is currently looking for a Fulfillment & Support Representative I in our Client Care department. This position is located in Rancho Cucamonga, CA and is a temporary assignment.

The Fulfillment & Support Representative I provides a wide range of back office support functions and client facing services via email and phone to CO-OP Financial Services’ credit unions and internal clients as needed to maintain the highest quality of customer care. This role requires strong business writing and oral communication skills to be successful.

What your day will look like:

  • Maintain a high level of client satisfaction by treating each inquiry with respect, enthusiasm and professionalism.
  • Process incoming requests from clients and Client Services within established service levels for timeliness and quality using various interfaces and computer applications. Examples of requests include: User setups and changes, ATM contact changes, requests for data, billing inquiries, application support, and transaction research.
  • Troubleshoot, research, and resolve high complexity requests to include: telecom issues, ATM balancing, GL balancing, and cardholder transactions by utilizing various data bases.
  • Communicate information to clients in an effective, secure and professional manner.
  • Enter and maintain accurate tickets for all inquiries received. Follow-up with other supporting departments and vendors for timely action and response.
  • Provide regular updates to customers (internal and external) on issues that are researched.
  • Assist the Sales and Relationship Management staff with Requests for Proposals (RFPs), client inquiries and profiles.
  • Work closely with Business Development, Network Implementations, Billing, Technical Operations Support, Product Development, Training and Systems & Support to research the root cause of client issues and concerns and provide timely resolutions.
  • Comprehend and interpret all daily and month-end reports available to CO-OP Financial Services Credit Unions in order to assist and answer client questions. Refer clients to the appropriate reports for future inquires.
  • Exhibit a comprehensive working knowledge and provide support for all CO-OP/FIS applications, products and Operating Rules and Regulations.
  • Process Authorization Blocks to prevent potential and occurring fraud.
  • Review daily ACH returns from different end points as well as notice of action documentation. Research items and coordinate funds movement corrections.
  • Act as an operation liaison between clients and our company.
  • Consult with clients to provide options and recommendations to meet objectives
  • Handle special projects assigned by management.
  • Travel to credit unions to assist with resolution of issues and provide support for various internal CO-OP teams i.e. SRMs, Sales, NI and Training etc.

Qualifications

This position requires a High School diploma or general education (GED) along with minimum of 2 years of Customer Service experience in an office or call center environment and 1 year experience in a financial institution or EFT industry. Must have excellent working knowledge of Microsoft Office software to include Outlook, Word and Excel.

 

To perform this job successfully, the Fulfillment & Support Representative must have outstanding customer service orientation with excellent verbal and written communication skills and be proficient in utilizing technology to locate information and perform research. Proven analytical, troubleshooting, and problem solving and leadership skills and proficient multi-tasking, critical thinking and troubleshooting skills. Must have the ability to work efficiently in an extremely fast paced environment while achieving set quotas, able to translate client issues into actionable resolutions and to use appropriate etiquette telephone and client service skills along with the ability to write proper English business correspondence to clients using letters, memos or e-mail to clients. Effective time management, organizational, communication (written and verbal) and interpersonal skills is a must and must be able to handle complex issues with high level of attention to detail. We are looking for someone with a high level of flexibility and able to change focus quickly as circumstances warrant. Must be able to work under minimal supervision and able to travel a minimum of 3 to 4 times a year.

 

If you or someone you know can perform the duties and responsibilities required of the Fulfillment & Support Representative I and have the skills and experience required, please submit your resume to be considered for the opportunity.

About Us

CO-OP Financial Services is the technology engine that provides access and convenience for credit unions. With over 35 years of credit union service, CO-OP connects credit union members to their accounts through Debit, Credit, ATM, Shared Branching, Member Interaction Services, Mobile, Virtual, and Bill Pay services. CO-OP serves a total of 3,500 member credit unions, 50 million cardholders, 30,000 surcharge-free ATMs, and more than 5,300 shared branches (with 2,000 self-service locations). Handling three billion-plus annual transactions, CO-OP is the nation’s largest credit union service organization—offering resources that enable deeper member engagement to help credit unions prosper.

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