DescriptionPOSITION SUMMARY
The Cards and Payments Customer Support Specialist are responsible for answering incoming calls and assisting with escalations that come from our Client Services and Education team. The Cards and Payments Customer Support Specialist is a client support role as a product expert for money movement items, including but not limited to, plastics (credit cards, debit cards and ATM cards), RTP, FedNOW, and bill pay related processes.
ESSENTIAL JOB FUNCTIONS
Provide day-to-day software support to client customers via the telephone and web conference which will include researching and tracking problems, engaging programmer support when needed, and providing final resolution to clients.
2. Perform training functions within the team including but not limited to explaining the use of our software over the phone to clients, lead classroom and zoom based training for conversion clients and to support CU*Answers University initiatives.
Be a product expert for Client Service and Education Team, assisting with answering questions and problem resolutions which could include engaging programmer support when needed.
Work directly with credit union staff regarding configuration changes.
Monitor email mailboxes and ensure client requests are processed in order to provide quality client service.
Keep documentation up to date, author new documents when needed and maintain content for Cards and Payments Team intranet page.
Assist with testing and verification of programming changes as it relates to projects.
All other duties as assigned by Management.
Job Qualifications
A high school degree is required. Advanced college education in finance or business is preferred.
Experience and comfort working with basic computer functions and software such as Microsoft products; ability to learn and explore new software independently. Experience with the CU*Answers CU*BASE system preferred.
Experience working effective in a customer service role is required. Experience working effectively with technical personnel, including programming, systems, and quality control is preferred.
One to two years practical, hands- on experience in financial services industry is preferred.
Familiarity with financial institution operations, regulation and procedures, accounting and balancing functions preferred.
Excellent verbal and written communications skills.
Thoroughness, excellent attention to detail, and good problem-solving skills.
Ability to work independently and initiate several projects at once with minimal supervision.
Ability to use discretion when dealing with sensitive or confidential data.
CU*Answers is an Equal Employment Opportunity employer that supports the unique perspectives and experiences from all employees and supports a collaborative community spirit. All qualified applicants will receive consideration for employment without regard to age, citizenship status, color, creed, disability, ethnicity, genetic information, gender (including gender identity and gender expression), marital status, national origin, race, religion, sex, sexual orientation, veteran status or any status or condition protected by applicable federal, state or local laws.
CU*Answers maintains a strong policy of equal employment opportunities for all employees and applicants for employment. We strive to be consistent in hiring, training, promoting, and compensating employees on the basis of personal competence and potential for advancement without regard for race, color, religion, sex, national origin, age, sexual orientation, transgendered status, marital status, pregnancy, disability, citizenship, genetic information, veteran or military status, height, weight, as well as other classifications protected by applicable federal, state and local laws. Our equal employment opportunity philosophy applies to all aspects of employment with CU*Answers, including recruiting, hiring, training, assignment, transfer, promotion, job benefits, pay, demotion, dismissal, and educational assistance.
