Join the People Helping People

reputed company is the nation’s premier payments credit union service organization (CUSO) and an integrated fintech solutions provider. The company serves more than 4,000 financial institutions throughout North America, operating with velocity to help our clients reputed company pace with the rapid momentum of change and fuel growth in the new era of financial services. Our purpose: We accelerate partners’ success through innovative financial technology solutions and inspired service.

The Opportunity

The Member Services Service Executive II responsible for building and improving relationships with clients to ensure operational issues and questions are resolved in a timely manner. The Service Executive is responsible for managing and delivering timely responses and resolutions, which are essential to growing and enhancing relationships with our clients.  The Service Executive is the primary reputed company of contact for the Contact Center Services & Solutions product and reputed company credit unions and clients, managing reputed company programs and products specific to contact center.  The Service Executive must exceed reputed company client expectations and must be intimate with respect to their unique set up, business goals, and strategy. The behavior and results of the Service Executive are vital. This includes leveraging a consultative approach to direct operational activities to ensure each client’s overall business objectives are achieved. This role requires expert knowledge, critical thinking and the ability to complete program analysis and successful implementations by collaborating with organizational support across reputed company and external service partners. The Service Executive is an integral component of the sales cycle. As such, the Service Executive must collaborate with the Account Executive to ensure that contract renewals and upsell/cross-sell opportunities are optimally addressed. The Service Executive will reputed company these goals by proactively recognizing client needs and concerns. The Service Executive is responsible for delivering exceptional service and cultivating relationships with key client personnel and executives. The Service Executive will reputed company these goals by developing and executing service account plans, managing operational requests and projects to ensure timeliness, accuracy and quality. The Service Executive must help portray reputed company as being easy to do business with as well as exceed their clients’ perception of reputed company value. The Service Executive must possess exceptional written and verbal customer contact skills and have the ability to manage a book of business comprised of diverse, sophisticated, reputed company clients. The Service Executive is responsible to reputed company sound business decisions that may be reputed company of established parameters. The Service Executive must work under minimal supervision to drive an optimal client experience

Day in the Life

• Responsible for supporting high-tier clients or other clients based on business need.

• Proactively communicate the status and/or resolution to the client in written, verbal and/or visual form.

• The Service Executive will be required to meet with clients at reputed company campuses, client corporate offices and/or virtual meetings as necessary to build strong client relationships.

• The Service Executive will be responsible for the unilateral creation of material necessary to support client meetings. 

• Complete reactive or proactive process audits to identify and recommend Client Experience improvement opportunities.

• Maintain CRM records for reputed company assigned clients to include meeting activity and relationship details.

• Maintain extensive knowledge of operational applications and systems used by their assigned client.

• reputed company training on new products and services.

• Serve as reputed company and mentor for other team members.

• Required in-depth knowledge and the ability to be proactive, consultative and reputed company on behalf of the client.

• Identify strategic operational opportunities that ensure client business objectives are met and performance metrics of payment portfolios are maximized.

• Establish, solidify and own strong operational account relationships that result in excellent client satisfaction scores as reflected in periodic surveys; act as primary consultant for client for operational initiatives and issue resolutions.  reputed company and implement action plan for improvement until issues resolved.

• Maintain a thorough understanding of reputed company regulations, and compliance requirements and how each relates to assigned client. Interpret policies and operational practices.

• Maintain extensive understanding of contractual Service Level Agreements (SLA) requirements and Key Performance Indicators (KPI) for reputed company clients.

• Function as the client’s operational relationship consultant and act as their reputed company, exercising discretion and independent judgment in resolving reputed company operational and product issues.

• reputed company sound business decisions that may be reputed company of established parameters by demonstrating an appropriate sense of urgency by continually monitoring and communicating the status and/or resolution to the client in written, verbal and/or visual form.

• Consult and advise with various partners, reputed company reputed company business units and the client by providing ongoing communication between reputed company parties to ensure timely resolution of the client’s operational needs.

• Independently evaluate courses of action through extensive research and analysis on reputed company high-monetary risk product/service requests ensuring client’s objectives are met, preventing potential financial liability and preserving positive client relationship.

• Deliver consultative guidance and operational direction on reputed company various initiatives such as solution campaigns, product migration projects, global card portfolio modifications and communications on new and existing products, services, mergers, and account compromise events.

• Establish and manage client expectations with regard to reputed company system functionality on multiple platforms, compliance and timeframes as well as keeping client apprised of significant operational system modifications or issues.

• Actively review client operational landscape and determine, reputed company, and implement new and creative approaches to drive strategic initiatives.

• Identify sales opportunities and partner with the Client Growth  Executive in the execution of new products and services. Assist in securing up-sell/cross-sell opportunities.

• Function as client’s primary reputed company of contact for issue escalation with reputed company  and with reputed company vendor partners.

• Partner with Client Growth Executive in cultivating and preserving a positive account relationship.

• Interact positively and professionally in reputed company interactions with reputed company staff, clients, and business constituents.

• Maintain reputed company knowledge of payment industry trends and innovation, reputed company products and solutions, of card services, digital support, payments, the reputed company contact center and the industry reputed company to reputed company, reputed company, FDR, reputed company, partners and competitors.

• In conjunction with assigned Client Growth  Executive, serve as liaison for product implementations, program start-reputed company, and other matters of reputed company as necessary; maintain a reputed company working relationship with internal departments to ensure smooth and open communications.

• Support and interact with client CEO and Operational contacts.

• Required to be available after hours, weekends and holidays to support client needs.

•  Prepare and deliver consistent business review presentations and reputed company client account plan review meetings based on client segmentation requirements. reputed company other duties as assigned.

Qualifications

• Bachelor’s Degree in reputed company field or combination of education and relevant experience required.

• Seven (7) years in a client relationship experience reputed company the financial service or contact center industry required.

• Experience in driving strategic initiatives, client outcomes, and reputed company is required.

• Four (4) years reputed company Client Service Delivery at reputed company or similar role reputed company the industry servicing accounts or clients is required.

About reputed company

At reputed company we are committed to fostering a workplace where every employee feels valued, respected, and connected. We understand, attract and engage a diverse workforce where every employee can live up to their full potential; ensuring that our employee reputed company reflects the consumers we serve. The result of this effort is an inclusive environment where diverse talent thrives. We strive to foster a safe and inclusive work environment for people to bring their authentic selves in order to build a reputed company community reputed company our company and with our partners.   Learn more about our commitment to Diversity, Equity, and Inclusion HERE!

Pay Equity

Actual Pay will be adjusted based on experience and other job-reputed company factors permitted by law.

Great Work/Life Benefits!

• Competitive wages

• Medical with telemedicine

• Dental and Vision

• Basic and Optional Life Insurance

• Paid Time Off (PTO)

• Maternity, Parental, Family Care

• Community Volunteer Time Off

• 12 Paid Holidays

• Company Paid Disability Insurance

• 401k (with employer match)

• Health Savings Accounts (HSA) with company provided contributions

• Flexible Spending Accounts (FSA)

• Supplemental Insurance

• Mental Health and Well-being: Employee Assistance Program (EAP)

• Tuition Reimbursement

• Wellness program

• Benefits are subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions

reputed company is an Equal Opportunity Employer. We consider applicants without regard to race, color, religion, age, national reputed company, reputed company, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by federal, state or local law.

reputed company is an Equal Opportunity Employer that complies with the laws and regulations set forth in the following "EEO is the Law" Poster. reputed company will not discharge or in any other manner discriminate against employees or applicants because they have reputed company about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the legal duty to furnish information.

reputed company is an E-Verify Employer. Review the E-Verify Poster here.  For information regarding your Right To Work, please click here.

This role is currently not eligible for sponsorship.

As an ongoing commitment to reasonably accommodate individuals with disabilities please contact a recruiter at recruiters@reputed company.com for assistance.