Client Service Resolution Analyst I

Job Locations US-CA-Rancho Cucamonga
Req No.
2018-2031
Category
Customer Service/Support
Type
Full-Time

Overview

CO-OP Financial Services provides technically superior products and services to financial institutions across the nation. We are seeking a talented Client Service Resolution Analyst to be responsible for being an analyst, subject matter expert, and/or facilitator for service operational activities for CO-OP EFT, TMG FSC, and the ancillary products that support these business lines.  The Resolution Analyst will work within Client Care 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 CO-OP 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.

 

RESPONSIBILITIES:

  • Assist CO-OP 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 Care Team.
  • Troubleshoot, research and resolve Credit Unions reported issues including telecom, batch maintenance, ATM & BIN balancing, application/software and cardholder transactions by utilizing various databases.
  • 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 CO-OP products, services, shared branching, acquirer, credit, and cardholder platforms.
  • Have working knowledge and the ability to process CO-OP database changes.
  • 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 Network 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.
  • As needed, contribute to product development efforts by participating in development projects that bring value to all clients.
  • May assist Client Business Executives in client on-site visits

Qualifications

  • 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)
  • Superior customer service skills.
  • Take charge work style and exceptional communication, writing, and organizational skills.
  • Excellent time management skills, be detail oriented, 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.
  • Ability to solve problems creatively, innovative.
  • Ability to be responsive to unscheduled requests; flexible, enthusiastic about work, positive role model for others.
  • Decision making skills, 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.
  • Extensive knowledge of assigned services.
  • High school diploma or equivalent , with a minimum of 5-7 years of similar or related experience.
  • College degree highly preferred.
  • Experience working in credit and debit processing environment and Information Technology or technical problem solving skills. 

If you are highly motivated, team oriented and would enjoy the diversity of challenges and opportunities, please submit your resume and cover letter.

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 5,500 shared branches. 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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