Job Description

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Pay

Base pay range: $65,688.00/yr - $95,268.00/yr

Position Summary

The Client Services Coordinator I is a vital role in Wescom Resources Group, a CUSO of Wescom Credit Union. The position provides an exceptional level of service for data processing, network connections, and operational needs to WRGs hosted client base. Responsibilities include immediate client response for core system processes, managing implementations of core system needs, building lasting relationships with credit union management, and serving as a primary contact for client projects and concerns.

Essential Position Functions

• Manage support needs, key tasks, and meetings with clients, vendors, and internal teams to meet project deadlines.
• Serve as the single point of contact for multiple teams assigned to the client and build strong relationships with clients, third?party vendors, and Wescom Credit Union departments.
• Take ownership of urgent production issues, prioritize them, and lead troubleshooting meetings.
• Handle release management of Symitar, Corelation, and/or FICS software, scheduling and communicating releases and patches.
• Assist clients with new enhancements and functionalities to guarantee smooth implementation.
• Ensure service level agreements are achieved and exceeded, and develop operational changes and corrective actions for continuous improvement.
• Provide immediate response to clients, manage WRG help desk support, and serve as the primary resource for all service activities.
• Monitor client support channels with fast service level response commitments and motivate others to achieve contractual SLAs.
• Analyze data and recommend improvements or new service development.
• Answer complex technical questions via telephone or written correspondence.
• Provide on?call remote support and failover recovery after business hours for Symitar, KeyStone, and other systems.
• Monitor and oversee the report distribution process.

Other Position Responsibilities and Duties

• Attend regular staff meetings and organize meetings with clients and vendors.
• Prepare brief correspondence and reports, verbally communicate technical information, and make presentations to external groups.
• Follow up, research questions, and gather needed information.
• Interact with managers and senior management from different credit union clients regularly.

Education and Experience

Bachelors Degree plus three to five years of related experience is preferred; equivalent experience may offset the educational requirement.

Skills and Abilities

• In?depth knowledge of credit union operations and core system software.
• Corelation KeyStone platform and associated technologies (Jaspersoft, Keybridge).
• Jack Henry Symitar platform, product knowledge, and related technologies (Report Generator, Symform, SymConnect/SymXchange).
• Understanding of networking terminology and connections.
• Ability to manage multiple tasks simultaneously with high accuracy.
• Excellent written and oral communication skills, organizational skills, and technical aptitude.
• Proficiency in Microsoft Applications (Excel, Outlook, PowerPoint, Word); MS Project desired but not required.

Computer Skills

• Proficient in Microsoft Word, Excel, and Outlook.

Mathematical Skills

• Ability to perform basic arithmetic, compute rates, ratios, percentages, and interpret bar graphs.

Physical Demands

Frequent standing, walking, sitting, and the occasional lift of up to 10 pounds. Visual abilities include close, distance, color, peripheral, and depth vision.

Work Environment

This position may qualify as Remote or Hybrid with a home base at one of Wescoms offices. The noise level is moderately quiet and the environment is non?smoking.

Seniority Level

Mid?Senior level

Employment Type

Full?time

Job Function

Business Development and Sales; Industry: Banking

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