POSITION SUMMARY
The Level 2 Client Service Representative is responsible for answering incoming calls and escalations from the Level 1 Client Service Representatives.
The Level 2 Client Service Representative is a client facing role that provides software support, performs research, and training to support credit union staff and operations.
ESSENTIAL JOB FUNCTIONS
Provide day-to-day software support to customers via the telephone.
Research problems as necessary and provide resolutions to customers.
Escalate calls according to department expectations to other Level 2’s or Account Executive or other teams as outlined.
Research and document software problems and forward them to Account Executive for processing.
Evaluate priority of client requests and use judgment to ensure that critical issues are communicated and resolved.
Complete follow-up as necessary.
Perform training functions.
Be able to explain the use of the software over the phone.
Be able to lead classroom training sessions in both the conversion context and within CU*Answers University.
Provide on-site support and training based on company needs.
Take responsibility for increasing job knowledge, familiarity with credit union operations, and training and problem-solving skills.
Maintain a positive contribution as a member of the Client Service team and complete all tasks assigned by management to meet team objectives.
As needed, assist with department projects such as Statement and End-Of-Month Verification.
Complete all other duties as assigned by management.
JOB QUALIFICATIONS
1.
High School graduate or equivalent is required.
2.
Associates degree or equivalent experience preferred.
3.
6 months to 1 year of industry experience preferred.
4.
Experience and skill using CU*Answers software to handle day-to-day credit union operations.
5.
Familiarity with credit union operations is preferred.
6.
Excellent verbal communication and telephone skills.
7.
Must be available as assigned during off-hours to assist with any problems encountered by clients.
8.
Ability to use discretion when dealing with sensitive or confidential data.
9.
Requires valid driver’s license.
10.
Must be willing to work additional shifts based on company needs.
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.
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