Job description
Join a dynamic and growing Credit Union Service Organization and be part of a team of people helping people! Working primarily from within our offices in Fairhope, Alabama, the Client Success Specialist is here to provide detailed and high-level software support for all credit union partners. This position handles communication with clients through all channels including on-site support to clients, as necessary. They are responsible for providing excellent client service in a fast-paced work environment.
ESSENTIAL JOB FUNCTIONS
- Provide day-to-day software support to customers via all applicable communication channels. Through thorough research they will diagnose client issues and provide quick and accurate resolutions. Occasionally may need to follow internal guidelines for escalating calls to subject matter experts or other departments when necessary.
- Adhere to established KPI’s for the department, including but not limited to, Customer Satisfaction Survey results, Average resolution time, call wait time, and managing to an equal share of the team workload.
- Using sound judgment, evaluate the priority of client requests to ensure that critical issues are communicated and resolved as swiftly, efficiently, and accurately as possible. Complete follow-up to ensure client satisfaction.
- Perform tasks as assigned by Client Support Manager in compliance with established policies and procedures. Document the completion of each task and report any deviations from established procedures to management.
- Make recommendations to management regarding potential improvements to policies and procedures to enhance operations and client service. Take part in implementing such recommendations.
- Use software knowledge to actively recommend services and features available to the client. Promote and recommend other CU*SOUTH products and services when appropriate.
- Take responsibility for self-development in knowledge and capabilities that improve job performance, familiarity with credit union operations, and training and problem-solving skills.
- Always maintain the privacy and confidentiality of Credit Union member data and report any breaches in privacy to management immediately.
- Maintain a positive and upbeat attitude and tone when interacting with clients and coworkers in all capacities.
SERVICE LEVEL AGREEMENT
- Internal
- Uphold CU*SOUTH Code of Conduct and PRAISE Core Values
- Provide same-day response to all internal inquiries received by noon that day, provide next day response to all others, establishing priority to urgency on all requests
- Provide internal support to all CUSO Development lines of business accordingly, to advocate and encourage internal collaboration
- External
- Uphold CU*SOUTH Code of Conduct and PRAISE Core Values
JOB QUALIFICATIONS
- High School graduate or equivalent is required.
- Prior job experience in the credit union or banking industry is preferred.
- Prior job experience in B2B client service and support is preferred.
- Familiarity with credit union operations, regulations, and frontline job roles preferred.
- Excellent written, verbal, and non-verbal communication skills is required.
- Must be willing to travel to client sites to provide training and support as needed.
- Ability to use discretion when dealing with sensitive or confidential data is non-negotiable.
WORK ENVIRONMENT & PHYSICAL ACTIVITIES
CU*SOUTH operates in a professional office building setting as well as remote sites. Some job assignments at CU*SOUTH are primarily conducted within the office building(s) while others have moderate to extensive travel responsibilities as described in the Job Functions and/or Job Qualifications section(s) above. CU*SOUTH is committed to working with its employees to reasonably accommodate them with the physical aspects of the position.
Notice: This job description is not intended to be, nor should be construed as a contract for employment. CU*SOUTH makes no guarantee of permanent employment. This job description is to be used as a guideline to give the employee an understanding of what CU*SOUTH has defined this position to be.
CU*SOUTH will make reasonable accommodations for the known physical or mental disabilities of qualified applicants unless doing so would cause an undue hardship. Disabled individuals who feel accommodation is needed to perform their job, or the job for which they have applied, must notify CU*SOUTH in writing of the need for reasonable accommodation within 180 days after the date the individual knew or reasonably should have known that an accommodation was needed. CU*SOUTH, thereafter, will make all reasonable accommodations unless to do so would pose an undue hardship.
CU*SOUTH is willing to accommodate disabilities to the extent a credit union service organization can without impacting financial control or client service. CU*SOUTH is an Equal Opportunity Employer.
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