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Client Services Representative I

2 months ago

West Des Moines, United States Co-op Solutions Full time
THE OPPORTUNITY:

We are seeking a talented Client Services Representative I to provide the highest quality customer care to Velera credit unions and other internal clients by providing timely problem resolution in order to assist with managing and retaining existing client relationships while managing special projects as assigned.

WHAT YOU CAN LOOK FORWARD TO:
  • Maintaining a high level of client satisfaction by treating each client with respect, enthusiasm and professionalism.
  • Act as a liaison between clients, internal, and external support.
  • Coordinate the activities of all service functions to ensure that the goals and needs of the clients are met.
  • Answer incoming calls and emails
  • Researches and resolves client inquiries (i.e., system functions, system problems, cardholder issues, etc.).
  • Create and maintain accurate cases for inquiries received.
  • Fully comprehend and be able to interpret all daily and month-end reports available to Co-op Solutions Credit Unions in order to assist and answer client questions. Have the ability to refer clients to the appropriate reports for future inquires.
  • Assist Co-op Solutions credit unions in transaction research, ATM error troubleshooting, card ordering processing, settlement report balancing, hardware and compliance documentation, database change instructions.
  • Exhibit complete working knowledge and provide support for all Co-op applications and products, both current and new.
  • Handle any special projects as assigned by management.
  • Demonstrate Co-op Service Promises.
  • Must react to change productively and handle other essential tasks as assigned.
  • Other duties as assigned.
WHAT YOU'LL NEED TO SUCCEED:
  • Knowledge of Microsoft Office applications is preferred.
  • Troubleshooting skills necessary.
  • Ability to multitask
  • Adapt to a fast-paced environment
  • Desire to learn
  • Dependable
REQUIRED EDUCATION and EXPERIENCE:
  • High school diploma or general education degree (GED); with at least 2 years of Customer Service experience in an office, contact center, or help desk environment.
  • Credit Union experience is preferred
  • Internal candidates must have been at performance level 3 for the last twelve months.
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 12 Paid Holidays.
  • Health benefits - medical, dental, & vision plus wellness programs and gym reimbursements.
  • 401K with generous company match.
  • Tuition reimbursement.
  • Engagement Resource Groups - Women in Tech, Pride Alliance, Black Financial Technology Professionals, Veterans, and more to come.