Sr. Operations Support Specialist

5 - 7 years experience  • 

Salary depends on experience
Posted on 03/20/18
5 - 7 years experience
Salary depends on experience
Posted on 03/20/18

Under minimal supervision, this position will serve as the main point of contact and subject matter expert for plastic products and services. The incumbent facilitates in the processing and implementation of the financial institution’s plastic card inventory, providing guidance and support in card design and specifications and, acting as a liaison between Visa/MasterCard associations and card vendor. The incumbent will also serve as the escalation for day to day operational support related to credit card settlement, billing and case management. In partnership with the Service Delivery Program Manager, the incumbent will work with external and third party companies to expedite issue resolution and escalate as necessary. Must have strong analytical skills, excellent communication skills, ability to train and mentor new team members , and provide information to multiple levels of credit union staff, including managers, presidents, and executives.

Role Responsibilities

  • Provide excellent support to improve and sustain strong PSCU credit union relationships through timely and accurate responses, providing detailed resolutions in order to achieve high client satisfaction ratings as reflected in member-owner surveys
  • Oversee and monitor open service tickets to ensure response timeliness, accuracy, and quality. Internally escalate concerns to appropriate service team managers. Ensure that all questions/inquires/issues from the credit unions and internal clients are recorded and tracked through resolution following defined process with the appropriate resolution comments
  • Acts as liaison between various partners, all PSCU business units and the client by providing ongoing communication between all parties to ensure timely resolution of the client’s needs
  • Serve as the operational day to day contact for Service Account Managers and credit unions and act as their advocate, exercising discretion and independent judgment in resolving operational and product issues; demonstrating an appropriate sense of urgency and continually monitoring and communicating the status and/or resolution to the client in written, verbal and/or visual form
  • Must be able to speak to and assist with inquiries related to system functionality of supported  products and services
  • Maintain extensive knowledge of supported applications crossing multiple lines of business, using available resources as needed  to assist credit union personnel
  • Act as the operational contact for PSCU communications on new and existing products, services, and regulatory information
  • Provide information with regard to system functionality and significant operational system changes or issues. Incumbent must possess aptitude to provide accurate cautions and clarifications; and involve the Service Delivery Program Manager when necessary
  • Partner and foster positive relationships across business lines
  • Coach, direct and train new team members on all in-house and third party applications
  • Perform research and analysis on high-monetary risk product/service change requests across multiple lines of business to ensure client’s objectives are met, preventing potential financialliability and maintaining positive client relationship
  • Perform research, analysis, and diagnostics on critical, complex, and technical issues on supported  products and services
  • Maintain current working knowledge of supported products and service applications crossing multiple lines of business, including its key functions and associated reports
  • Identify and document process improvements to create efficiency and best practices throughout the organization
  • Identify gaps or member/owner impacts and escalate/track professionally in order to insure appropriate attention and timely resolution
  • Track and report all systems functionality associated with servicing member/owners from internal systems to 3rd party connections/URL’s that are required in order to complete tasks
  • Ability to review and apply billing adjustments for specific LOB, working with accounting to insure accurate and appropriate adjustments along with meeting timeline and adjustment periods
  • Responsible for monitoring and maintaining multiple PSCU stock to ensure inventory is available to fulfill cardholder plastics orders
  • Perform other duties as assigned

POSITION SPECIFICATIONS

Education:  Bachelor’s Degree or combination of education and relevant experiencerequired.

Experience: Five (5) years in a client relationship role within the financial service industry and/or PSCU experiencerequired.  Four (4) years of experience in the credit and/or debit card industry, or eCommerce industry required.  Four (4) years credit union or banking industry required. 

Knowledge, Skills, and Abilities

  • Demonstrate behaviors based on PSCU values: Service Excellence, Passion, Leadership, Trust and Innovation
  • Ability to communicate effectively in both verbal and written formats
  • Must interact positively and professionally at all levels of management and staff within PSCU, clients,  and vendors
  • Ability to manage multiple inquiries, work in fast-paced environment, and meet deadlines
  • Demonstrated excellent analytical and quantitative skills
  • Ability to exercise discretion and good judgment in making decisions, act independently and effectively on problem resolution, determine requires resources and communicate resolution or direction to client
  • Proficiency in word processing and spreadsheet computer software applications
  • Ability to maintain confidentiality of materials handled
  • Ability to be flexible and work under high pressure in a complex environment

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