• Client Service Executive

    Job Locations US-IA-Des Moines
    Req No.
    2018-3205
    Category
    Professional
    Type
    Full-Time
  • The Opportunity

    CO-OP Financial Services is bringing digital transformation to the credit union movement. We’re creating innovative technology solutions that help not-for-profit credit unions best serve their members and compete with the big banks.  As a result, our world-class team is growing faster than ever! If you’re passionate about technology and want to be part of a purpose-driven organization, this is an exciting opportunity to provide real value and help shape the future of human-centered financial services.

     

    We are seeking a talented Client Services Executive to 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.     

    What You Can Look Forward to

    • Develops rapport with business partners across the organization and demonstrates ability to work through other areas to accomplish results to meet Client and company standards.
    • Provide 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 adhoc 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, FD Omaha and STAR Platforms.
    • Prepare and provide required documentation for implementation of new products, programs and services. Effectively manages client expectations through the scoping and delivery process.
    • Actively contributes relevant details to project manager and client for projects in flights.
    • Assess and recommends course offerings and Education Programs, Workshops and literature.
    • Adheres to the Brand Promise and Consultative Experience.
    • 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.
    • Serves as the client's main operational point of contact and expert into companies delivery and production teams. Successfully manages client escalations to positive outcomes for both the client and company.
    • Knows the client's products and services. Utilizes knowledge to recommend appropriate 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 clients with up-to-date status of outstanding/open items.
    • 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 Solutions 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.
    • Manages learning plan and reports on progress at quarterly coaching sessions with manager, as well as Cornerstone.
    • 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.

    What You’ll Need to Succeed

    • Bachelor’s degree or equivalent training and/or experience.
    • 7+ years of directly related experience.
    • Proficiency with technology and the ability to learn and use new systems quickly, including Microsoft Office Suite (Excel, Word, and Access).
    • Knowledge of business planning and product development.
    • Knowledge of internal product delivery processes and systems.
    • Relationship/partnership building, leadership & 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.
    • Crisis management skills.

    Why Join CO-OP?

    Get ready to be part of the exciting, ever-evolving and growing credit union movement!  As a CO-OP employee, you’ll have a chance to directly impact the access of financial opportunities to individuals and communities – and you’ll help drive the future of fintech at an energetic organization where contributions are valued, and innovation is championed.   

     

    With more than 35 years of industry leadership, CO-OP Financial Services is the largest, most comprehensive credit union service organization in the nation.  CO-OP serves as THE credit union technology engine, bringing payments solutions, engagement services and strategic counsel to help credit unions optimize member experiences to consistently provide seamless, personalized multi-channel offerings, while delivering secure, sophisticated fraud mitigation service.

     

    CO-OP serves more than 3,000 client credit unions, with 60 million debit and credit cardholders, nearly 30,000 surcharge-free ATMs and more than 5,600 shared branches nationwide. Our vast technological ecosystem facilitates more than 6.5 billion transactions every year and equips credit unions of all sizes to deepen member engagement and prosper in the fast-paced world of fintech.

    The Perks

    • Fun, challenging and, collaborative work environment with passionate colleagues that care deeply about the intersection of technology and human-centered financial services
    • Health benefits – medical, dental, & vision plus wellness programs and gym reimbursements
    • 401K with generous company match
    • Tuition reimbursement

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