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Client Services Representative I
CO-OP Financial Services
Job Location: Des Moines, IA

US-IA-Des Moines

Req No. 2021-7506
Category Business/Client Support
Type Full-Time

The Opportunity

We are seeking a talented Client Services Representative I to provide the highest quality customer care to CO-OP Financial Services credit unions, the National Relationship Management team 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.
  • This position is on-site. That means that the person in this position is expected to work in our physical office location. As stated above, we are doing everything we can to protect our employees that are working on-site and greatly appreciate their commitment.

What You Can Look Forward to

  • Maintaining a high level of client satisfaction by treating each caller with respect, enthusiasm and professionalism.
  • Act as a liaison between assigned client, sales, operations, Network Implementation, Operations and IT departments. This person is the first line of contact to client to ensure that all systems and products are performing to their expectation and is introduced to products and services relevant to their credit union.
  • Daily operations are with expectations.
  • Coordinate the activities of all service functions to ensure that the goals and needs of the client are met.
  • Logs and tracks client requests, projects and issues.
  • Maintains historical client information.
  • Researches and resolves client inquiries (i.e., system functions, system problems, cardholder issues, etc.).
  • Reviews and validates monthly client invoice for accuracy.
  • Assists the Sales and Relationship Management staff with Requests for Proposals (RFPs), client inquiries and profiles.
  • Act as a designated representative for extremely large and high profile clients. Arranges monthly meeting with clients which all outstanding issues will be reviewed and recap reported back to management.
  • Give highest priority, over all other projects and internal tasks, to customer calls and requests.
  • Member Service: Answer incoming calls, emails or fax messages. Perform various transactions on ATM administration terminal. Resolve problems and respond to credit union inquiries. Respond to and perform research requests as necessary.
  • Enter and maintain accurate call tickets for all inquiries received and other major issues. Provide daily updates to customers (internal and external) on issues that are researched.
  • Work closely with Business Development, Network Implementations, Billing, Product Development, Training and Systems and Support to research the root cause of client issues and concerns and provide timely resolutions.
  • Fully comprehend and be able to interpret all daily and month-end reports available to CO-OP Financial Services 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 Financial Services 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 eFunds/CO-OP applications and products, both current and new.
  • Handle any special projects as assigned by management.
  • Demonstrate CO-OP Service Promises.
  • Assist with the training of new employees.
  • Must react to change productively and handle other essential tasks as assigned.
  • Regular attendance and punctuality as a full time employee in order to daily exercise all of the essential functions.
  • Other duties as assigned.
  • Responsible for reporting risks that are identified to the appropriate team and/or management. Additionally, responsible for managing, monitoring and reporting risks within the scope of your work area, to include, but not limited to Information Security risks.
  • 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

  • High school diploma or general education degree (GED); with at least 2 years of Customer Service experience in an office or call center environment.
  • Internal candidates must have been at performance level 3 for the last twelve months.
  • Experience in a financial institution or EFT industry with accounting experience is desirable.
  • Knowledge of Microsoft Office applications is preferred.
  • Training skills preferred, as they are often called upon to educate credit union personnel via the telephone.
  • Troubleshooting skills desired.

Why Join CO-OP?

CO-OP is committed to fostering a workplace where every employee feels valued, respected, and connected. We are dedicated to understanding, attracting and engaging a diverse workforce where every employee can live up to their pull potential; ensuring that our employee base reflects the consumers we serve. The result of this effort is an inclusive environment where diverse talent thrives. You will be part of an organization that focuses on a strong culture and embodies the credit union movement philosophy of People Helping People. CO-OP's commitment to reflecting our own core values and purpose extends beyond how we serve our clients and the products that we deliver.

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.
  • Great Work/Life Benefits - Paid Time Off (PTO), Maternity, Parental, Family Care, Adoption Leave Programs, Community Volunteer Time Off, and 10 Paid Holidays.
  • Health benefits - medical, dental, & vision plus wellness programs and gym reimbursements.
  • 401K with generous company match.
  • Tuition reimbursement.


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