Cards and Payments Customer Support Specialist

Description

POSITION SUMMARY

The Cards and Payments Customer Support Specialist is 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.

They are a liaison between the credit unions, the vendors (switches, networks and group providers), CU*Answers' programming staff and CU*Answers' client service department using their expertise to coordinate the many details required to manage money movement type projects such as conversions and platform changes.

ESSENTIAL JOB FUNCTIONS

Attend all meetings related to projects including vendor conference calls, internal team meetings, and conversion and training meetings.

2. 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.

3. Provide day-to-day software support to customers via the telephone and web conference. Assist with research and tracking problems, engaging programmer support when needed.

4. 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.

5. Work directly with credit union staff regarding projects.

6. Develop and maintain project lists to track outstanding and upcoming projects. This documentation should be available through the intranet for all staff to view.

7. Work directly with credit union staff regarding projects

8. Monitor email mailboxes and ensure client requests are processed in order to provide quality client service.

9. Keep documentation up to date, author new documents when needed and maintain content for Cards and Payments Team intranet page.

10. Assist with testing and verification of programming changes as it relates to projects.

11.All other duties as assigned by Management.

JOB QUALIFICATIONS

• Experience and comfort working with computer software; ability to learn and explore new software independently. Experience with the CU*Answers CU*BASE system preferred.
• Experience with working effectively with technical personnel, including programming, systems, client services and quality control.
• Two to four years practical, hands- on experience required.
• 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.