• Client Support Representative II

    Job Locations US-NY-Albany
    Req No.
    2018-2308
    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 Support Representative II to be responsible for supporting the business functions relevant to client support of credit, debit, in-house credit program functions.

    Provide timely problem resolution in order to assist with managing and retaining existing client relationships while managing special projects as assigned.

     

    RESPONSIBILITIES:

     

    • Develop and maintain strong account relationships with our credit/debit card processing clients to achieve high client satisfaction.
    • Act as liaison between vendors and business partners; along with the client by providing ongoing communication between all parties to ensure timely resolution of the client's needs .
    • Coordinate production support activities to include interaction with partners.
    • Work jointly with all internal departments on resolution of issues for clients by driving client satisfaction toward corporate objectives.
    • Evaluate and understand market changes and significant client events and report to management.
    • Providing task and issue resolution for both product and operational support for clients.
    • Exhibit and use comprehensive working knowledge and provide support for all relevant vendor applications, products and Operating Rules and Regulations.
    • Works diligently to resolve client issues and maintain accurate records.
    • Routinely update clients on outstanding issues.
    • Accurately process all client requests, including but not limited to data entry, maintenance, parameter updates, special requests, etc.
    • Regular attendance and punctuality in order to exercise daily essential functions.
    • Additional duties as assigned.

     

    Qualifications

    • Credit Union issuer experience highly desirable.
    • Bachelor's degree or university program certificate in business or related field preferred.
    • Minimum three years of direct credit/debit card processing experience.
    • Proven experience and track record in exceptional client support.
    • Proven excellence in level one position.
    • Strong customer service skills for client related calls and issues in fast paced environment.  
    • Take charge work style and exceptional communication and organizational skills.
    • Consistently adhere to processes and procedures.
    • Ensure database(s) and internal tracking mechanisms are routinely updated to contain current, accurate information.
    • Professional written and verbal communication skills.
    • Strong analytical skills with an emphasis on problem solving, and offering creative solutions.
    • Ability to track, follow-up and resolve issues.
    • Ability to analyze data and reports to formulate solutions to problems.
    • Excellent time management ability.
    • Build and maintain positive and professional working relationships internally and externally.
    • Ability to communicate effectively about industry products.
    • React to changing priorities and productively handle other essential tasks as assigned in a positive manner.
    • Effective team member.
    • Solve problems creatively, innovative.
    • Responsive to unscheduled requests; flexible, enthusiastic about work, positive role model for others.
    • Using independent decision making, provide consultation and subject matter expertise in products, services and processing parameters.
    • Interpret partner communications to ensure clarity of subject matter and details to effectively communicate with clients.

     

    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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