Co-op services Credit Union Senior Client Services Resolution Supervisor in Des Moines, Iowa

The Opportunity

CO-OP Financial Services is bringing digital transformation to the credit union movement. We’re creating innovative technology solutions that help not-for-profit credit unions best serve their members and compete with the big banks. As a result, our world-class team is growing faster than ever! If you’re passionate about technology and want to be part of a purpose-driven organization, this is an exciting opportunity to provide real value and help shape the future of human-centered financial services.

We are seeking a talented Senior Client Services Resolution Supervisor to act as the lead resource. The Client Services Resolution supervisor will research, engage, provide resources and resolutions for clients ensuring client resolutions are handled factually and timely to meet the client’s business objectives. This role supervises the staff that handles the escalation issues for the Collabria Service and Sales teams which provides the more in depth research, analysis, troubleshooting, and threading of issues throughout the organization for client satisfactory outcomes. This position requires exceptional resourcefulness in understanding how to solve more complex client inquiries, and have the talents to work within all areas of the Collabria organization and with Clients in supporting their operational imperatives.

What You Can Look Forward to

  • Develops, coaches, reviews and documents employee performance and attendance to maintain department effectiveness.

  • Mentors and trains Client Services team and conducts periodic testing to measure where additional training may be needed. Maintain a high level of visibility with staff to help resolve issues.

  • Reviews and conducts applicant interviews; responsible for completing and submitting PCNs and any other documentation related to a new hire.

  • Coordinates with Client Service Leadership the intake of inquiries and workflow with client escalations.

  • Partners with the Client Services and Sales Leadership on client issues and ensures team is driving timely solutions.

  • Engages with clients and works with them in seeing issues and problems solved to their satisfaction. Keeps the RM’s or Client Service Executives (CSE) informed as appropriate in client escalations.

  • Ensures the resolution team are always informed and engaged with all Collabria products and client notifications.

  • Assists with training and guidance for the CSEs to assist with client enablement.

  • Stays apprised of the teams’ outstanding issues for prioritization and resolution.

  • Advocates client feedback from lessons learned in resolution management.

  • Escalates client issues within the organization that is appropriate to the specific client situations.

  • Reviews staff workflows and timelines of outstanding client escalated tickets.

  • Provides coaching to staff and recommends corrective actions to address client concerns.

  • Serves as a role model, setting an example by promoting team work within and between departments.

  • Act as back up to manager for escalated issues for the Sales and Service Leadership.

  • Act as a back up to manager with emergency client notifications.

  • Coordinates and/or oversees any special projects as assigned by management.

  • Need to be able to flex and react to change productively and handle other essential tasks as assigned.

  • Interviews, hires and coordinates with Human Resources new employee on-boarding.

  • Actively supports our CO-OP culture and embraces our core values of Work as Partners, Communicate Openly and Honestly, Demonstrate Excellence and Champion Change in all interactions.

What You’ll Need to Succeed

  • Must possess strong problem solving skills.

  • Ability to conduct presentations.

  • Must have the ability to travel as necessary.

  • Ability to work across all areas and levels within the organization and with supporting vendors.

  • Ability to negotiate complex client problem solving to resolution.

  • Assist Collabria internal/external clients with program solutions and advise on how best to accomplish client objectives in a particular task.

  • Provides assistance and resolution to technical problem solving matters to the Client Services Team.

  • Troubleshoot, research and resolve Credit Unions reported issues.

  • Work with Client Services Executives to complete in depth research to frame scope and requirements for larger scale initiatives and more in depth tactical items.

  • Have working knowledge to understand and interpret the continual environmental changes with all Collabria products, services, credit, and cardholder platforms.

  • Have working knowledge and the ability to process Collabria database changes.

  • Works with internal departments to resolve network/operational issues that are impacting service.

  • Escalate 2ndline client product matters and follow through to resolution.

  • Have deep understanding of invoicing, contracts, and Network operating rules.

  • Provide communication and/or facilitate discussions as needed between all parties to ensure timely and accurate information exchange.

  • Assist internal staff with requests for information on services, providing detail of functionality of products and services as assigned.

  • Ensure timelines are adhered to and deadlines are met.

  • Evaluate significant client events and report to management service impairments.

  • Assure quality and completion through various tools and resources and accurately update all databases to ensure all activities are documented and information is correct.

  • Actively works within and across departments to pursue client satisfaction and excellent service.

  • Must react to change productively and handle other essential tasks as assigned.

  • As needed, contribute to product development efforts by participating in development projects that bring value to all clients.

  • May assist RM’s and CSE’s in client on-site visits.

  • Position requires strong technical, organizational, and prioritization skills to demonstrate ability to utilize performance metrics and productivity reports.

  • Superior customer service skills.

  • Must be detail oriented, demonstrate excellent time management skills, display good follow-up skills and demonstrate a positive team attitude.

  • Strong analytical skills with an emphasis on problem solving and offering creative solutions.

  • Strong verbal and written communication skills.

  • Ability to track, follow-up and resolve issues.

  • Ability to analyze data and reports to formulate solutions to problems.

  • Solve problems creatively and innovatively.

  • Responsive to unscheduled requests; flexible, enthusiastic about work, positive role model for others.

  • Using independent decision making, provide consultation and subject matter expertise in products, services.

  • React to changing priorities and productively handle other essential tasks as assigned in a positive manner.

Why Join CO-OP?

Get ready to be part of the exciting, ever-evolving and growing credit union movement! As a CO-OP employee, you’ll have a chance to directly impact the access of financial opportunities to individuals and communities – and you’ll help drive the future of fintech at an energetic organization where contributions are valued, and innovation is championed.

With more than 35 years of industry leadership, CO-OP Financial Services is the largest, most comprehensive credit union service organization in the nation. CO-OP serves as THE credit union technology engine, bringing payments solutions, engagement services and strategic counsel to help credit unions optimize member experiences to consistently provide seamless, personalized multi-channel offerings, while delivering secure, sophisticated fraud mitigation service.

CO-OP serves more than 3,000 client credit unions, with 60 million debit and credit cardholders, nearly 30,000 surcharge-free ATMs and more than 5,600 shared branches nationwide. Our vast technological ecosystem facilitates more than 6.5 billion transactions every year and equips credit unions of all sizes to deepen member engagement and prosper in the fast-paced world of fintech.

The Perks

  • Fun, challenging and, collaborative work environment with passionate colleagues that care deeply about the intersection of technology and human-centered financial services.

  • Health benefits – medical, dental, & vision plus wellness programs and gym reimbursements.

  • 401K with generous company match.

  • Tuition reimbursement.

Req No.2018-3147