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Wescom Financial · 1 day ago

Client Services Coordinator I (Anaheim, CA)

Anaheim, CA

Full-time

Hybrid

Mid Level

$66K/yr - $95K/yr

3+ years exp

Wescom Financial is a CUSO of Wescom Credit Union, providing core systems management and data processing for credit unions. The Client Services Coordinator I position is responsible for delivering exceptional service to clients, managing core systems needs, and building strong relationships with credit unions' management and staff.

Financial Services

Growth Opportunities

Responsibilities

Manages support needs, performs key tasks, organizes, and participates in meetings with clients, vendors and internal teams ensuring project goals are met by set deadlines

Serves as the single point of contact for multiple teams assigned to the client

Builds strong relationship with Client, Third-Party vendors, and Wescom Credit Union departments

Takes ownership of urgent production issues, making them a priority until resolved

Organizes and leads troubleshooting meetings, engages all teams to ensure prompt resolutions

Responsible for the release management of the Symitar, Corelation and/or FICS software

Schedules and communicates release and patch installs to the test and production platforms

Reviews and assists clients with new enhancements and functionalities to guarantee smooth implementation

Responsible for the relationship between the CUSO and client (post-conversion), assuring service level agreements are achieved and exceeded

Develops, drives, and participates in planning efforts, operational changes, and corrective actions to assure continued service excellence

Embodies WRG Core Values of Client Focus, Teamwork & Collaboration, Excellence, Integrity, and Continuous Improvement & Innovation

Provides immediate response to clients including management of WRG help desk support

Is the primary resource for the client credit unions for all service activities, problem resolution and enhancement requests

Able to work well in a fast-paced and challenging environment which includes continual monitoring and vigilance of client support channels, with fast service level response commitments which must be managed and adhered to across a multitude of clients

Works with and motivates others to accomplish objectives that fall within contractual service level commitments

Analyzes data and make recommendations for improvement and/or development of new modules, procedures, and services

Answers complex questions and provides technical support to customers, via telephone or through written correspondence

Provides on-call remote support with testing or failover recovery after business hours planned or unplanned for Symitar, KeyStone, and/or other systems

Monitors and oversees report distribution process

Attend regular staff meetings, organize and manage meetings with clients and vendors, prepare brief correspondence and reports, verbally communicate technical information, make presentations to groups outside immediate work area, follow up and research questions and needed information, interact with managers and senior management from different credit union clients on a regular basis

Qualification

KeyStone core systemsSymitar core systemsCredit union operationsNetwork connectionsMicrosoft ApplicationsAnalytical skillsCommunication skillsOrganizational skillsLeadership skills

Required

Bachelor's Degree and three to five years experience in a related field preferred

In depth knowledge of credit union operations and core systems software

Corelation KeyStone core processing platform, and its associated technologies, such as Jaspersoft and Keybridge

Jack Henry Symitar core processing platform, product knowledge and its associated technologies, such as Report Generator (Power On), Symform, and SymConnect/SymXchange

Understanding of networking terminology and connections

Ability to manage multiple tasks simultaneously with a high level of accuracy

Must demonstrate excellent written and oral communication skills, organizational skills, and technical aptitude

Proficient in Microsoft Applications (Excel, Outlook, PowerPoint, and Word)

Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals

Ability to compute rates, ratios, and percent and to draw and interpret bar graphs