Client Service Representative

Description

POSITION SUMMARY

The Client Service Representative is responsible for answering incoming calls and triaging the clients need for appropriate resolution and/or escalation. The Level 1 Representative is a client facing support role and supports credit unions as it relates to software inquiries.

ESSENTIAL JOB FUNCTIONS

1. Provide day-to-day software support to customers via the telephone.

2. Research problems as necessary and provide resolutions to customers.

3. Escalate calls according to department expectations to Level 2/Account Executive or other teams as outlined.

4. Research and document software problems and forward them to Account Executive for processing.

5. Take responsibility for increasing job knowledge, familiarity with credit union operations, and training and problem-solving skills.

6. Maintain a positive contribution as a member of the Client Service team and complete all tasks assigned by management to meet team objectives.

7. Provide on-site support and training as needed.

8. Perform additional duties as assigned to support organizational goals and evolving business needs.

JOB QUALIFICATIONS

1. High School graduate, GED, or equivalent work experience is required. Equivalent work experience equal to 1-2 years of prior office experience with a focus in administration or customer service.

2. Familiarity with credit union operations is preferred.

3. Proficient in Microsoft Office applications (Outlook, Word, Excel, and PowerPoint).

4. Superior typing, telephone and basic clerical skills.

5. Excellent organizational skills

6. Ability to effectively handle multiple priorities and meet deadlines.

7. Ability to take initiative and work independently.

8. Excellent verbal and written communication skills.

9. Ability to deal with external clients as well as internal staff.

10. Excellent attention to detail and accuracy.

11. Ability to use discretion when dealing with sensitive or confidential data.

12. Ability to work effectively with other CU*Answers teams.

13. Ability to operate telephone, photocopier, fax machines and PC workstation.

14. Regular and predictable attendance.

15. Embrace and adhere to the company mission and the seven cooperative principles of a cooperative.

16. Ability to travel by auto or plane to multiple locations throughout the United States including but not limited to client sites, other building locations, general errands, etc. This travel could be multiple times per day, once daily, weekly, monthly, or annually.

17. Possess a valid driver's license with an insurable driving record.

Requirements

WORK ENVIRONMENT & PHYSICAL ACTIVITIES

CU*Answers operates in a professional office building setting. Some job assignments at CU*Answers 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*Answers 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*Answers 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*Answers has defined this position to be.

CU*Answers will make reasonable accommodations for the known physical or mental disabilities of qualified applicants unless to do 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*Answers 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*Answers, thereafter, will make all reasonable accommodations unless to do so would pose an undue hardship.

CU*Answers is willing to accommodate disabilities to the extent a financial service organization can without impacting financial control or member service. CU*Answers is an Equal Opportunity Employer.