• Work Entry & Distribution Analyst

    Job Locations US-IA-Des Moines
    Req No.
    2018-3240
    Category
    Business/Client Support
    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 Work Entry & Distribution Analyst who will be monitoring and managing the intake queues and route to corresponding chargeback teams or individuals within established timeframes.  Properly categorize, assign and create appropriate execution team tickets for fraud and dispute cases.  Perform data analysis and ensures adherence to workflow requirements and timeframes.  Identify, measure and meet business requirements while supporting policies, guidelines and procedures.  Optimizes service levels to maximize productivity and efficiency of operations team.  

     

    What You Can Look Forward to

    • Forecasting and scheduling, metrics reporting and analysis, and improving accuracy of employee staffing and dispute productivity.
    • Develop and generate reports to assist in managing results and identifying areas for improvement.
    • Interface and collaborate with other departments to identify opportunities for resource utilization and achievement of departmental and overall business objectives.
    • Prepare Ad Hoc reports of key performance metrics.
    • Provide support and expertise for work entry process and routing of requests.
    • Identify business process improvements to improve quality and efficiency results.
    • Identify business trends and opportunities through analysis of historical data and knowledge of company processes.
    • Ensure request meets documentation requirements and objective is clear prior to assigning to chargeback team.
    • Analyze to determine ownership, case type and nature of request.
    • Communicate effectively with case stakeholders, chargeback analysts and leadership team.
    • Assist in development of departmental procedures, processes and improvements.
    • Support change and communication efforts at the organizational level.
    • Support training efforts as required.
    • Knowledge of CO-OP departments and process flows.
    • Ability to create and maintain documentation of department processes.
    • Strive for quality in every interaction.
    • Knowledge of credit, debit & prepaid card systems preferred.
    • Actively supports our CO-OP culture and embraces our core values of Work as Partners, Communicate Openly and Honestly, Demonstrate Excellence and Champion Change in all interactions.

    What You’ll Need to Succeed

    • High School Diploma (or equivalent).
    • 1 – 2 years customer service experience.
    • 1 – 2 years workforce management experience preferred.
    • Self-motivated.
    • Strong verbal and written communication.
    • Intermediate to advanced computer skills (i.e. Word, Excel, PowerPoint, and Internet navigation).
    • Ability to accurately interpret information as well as demonstrate satisfactory problem solving skills and application of good judgment and decision making.
    • Ability to work efficiently both independently and as part of a team.
    • Ability to organize and prioritize work to meet deadlines.
    • Ability to communicate effectively.
    • Critical thinking, good analytical, problem-solving and decision making skills.
    • Demonstrated ability to conduct analysis at multi-product/multi-environment levels.
    • Research and analysis.
    • Attention to detail.
    • Understanding and awareness of business processes.
    • Communication skills, effective verbal and written communication skills with an ability to listen and go-between requestor and execution teams.
    • Excellent team-oriented interpersonal and communication skills and ability to work effectively in a cross-functional team environment.

    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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