CO-OP Financial Services

Senior Client Service Executive

Job Locations US-NE-Lincoln
Req No.
2020-6198
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 Senior Client Service Executive to serve as the main operational contact between assigned clients and the sales, relationship, operations and IT departments. This position manages client’s daily operational needs and provides consultative lead on all client requests and inquiries to best meet business objectives. The person in this position articipates as a project team member on client implementations and establishes and maintains strong relationship/partnership with clients, operational managers and teams.  The Senior Client Service Executive provides knowledge and support of client escalations and resolutions and proactively pursues development and opportunities and shows expected progress on learning plan.

What You Can Look Forward to

  • Models leadership behaviors and actions that facilitate stakeholder collaboration, issue analysis, root cause identification resulting in actions to remedy/resolve associated impact to accomplish results to meet Client and CO-OP standards.
  • Develops rapport with business partners across the organization and demonstrates ability to work through other areas to accomplish results to meet Client and TMG standards.
  • Provides 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 ad hoc 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
  • Prepares and provides required documentation for implementation of new products, programs and services.  Recognized by clients and internal partners as possessing and leveraging the knowledge, skills and behaviors necessary to effectively scope the largest, most complex requests.
  • Effectively manages clients and internal resources through scoping and delivery process.  Actively contributes relevant details to project manager and client for projects in flights.
  • Assess and recommends TMG course offerings and TMG Education Programs, Workshops and literature.
  • Creates Value – “The CO-OP Value Spokesperson”
  • 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 with TMG.
  • Serves as the client's main operational point of contact and expert into TMG's delivery and production teams. Demonstrates the leadership skills and abilities necessary to effectively manage complex client interactions to positive outcomes for both the client and TMG.
  • Knows the client's products and services supported by TMG. Utilizes knowledge to recommend appropriate TMG 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 status reporting to client. Professionally leads and directs client progress and status of open items.  Communicates to CS Manager via statistical reports metrics which demonstrate client's satisfaction.
  • 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.
  • Consistently models a leader's behavior within the department as well as the larger organization. Possesses the knowledge, skills and abilities necessary to provide detailed training, mentoring and constructive feedback to less tenured team members.
  • Responsible for reporting risks that are identified to the appropriate team and/or management. Additionally, responsible for managing, monitoring and reporting risks within the scope of your work area, to include, but not limited to Information Security risks.
  • 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

  • Bachelor’s degree or its equivalent in education and experience.
  • 7+ years of direct related experience.
  • Minimum of 5 years of successful experience in a client support role (or equivalent experience.)
  • Proficiency with technology and the ability to learn and use new systems quickly, including Microsoft Office Suite (Excel, Word, and Access).
  • Prefer 2-3 years of electronic transaction, credit, debit and/or ATM experience.
  • Prefer 1+ years of project management/coordination and/or business analysis.
  • Knowledge of business planning and product development.
  • Knowledge of internal product delivery processes and systems.
  • Relationship/partnership building, leadership and 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.
  • Strong crisis management skills.

Why Join CO-OP?

CO-OP is committed to fostering a workplace where every employee feels valued, respected, and connected. We are dedicated to understanding, attracting and engaging a diverse workforce where every employee can live up to their value; ensuring that our employee base reflects the consumers we serve. The result of this effort is an inclusive environment where diverse talent thrives.  You will be part of an organization that focuses on a strong culture and embodies the credit union movement philosophy of People Helping People. CO-OP’s commitment to reflecting our own core values and purpose extends beyond how we serve our clients and the products that we deliver.

 

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.
  • Great Work/Life Benefits – Paid Time Off (PTO), Maternity, Parental, Family Care, Adoption Leave Programs, Community Volunteer Time Off, and 10 Paid Holidays.
  • Health benefits – medical, dental, & vision plus wellness programs and gym reimbursements.
  • 401K with generous company match.
  • Tuition reimbursement.

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