Mobile Tech/Internet Retail Customer Service

Job Description

Job Description

Description:

POSITION SUMMARY

This position, along with the IRSC Team Lead functions as a key part of the client service team that coordinates all client interactions and expands CU*Answers product offerings. The MTG/Internet Retailer Support Center Client Support will work to support and develop this new business unit. In this role, the individual will help manage and support the order and process pipelines and be a client coordinator for MTG/IRSC products. Additionally, this individual will work with CU*Answers teams to teach, support, and consult on credit union online solutions that the CUSO provides.

ESSENTIAL JOB FUNCTIONS

1. Coordinate and support online ordering and configuration of MTG/IRSC products including Annual Mobile App updates, CU Publisher Self-Service, MAP/MOP, Request Center, as well as others.

2. Educate credit unions on how to use MTG software, such as CU Publisher, mobile app, form generator/request center, and MAP/MOP – as well as any new products introduced.

3. Assist with SDLC process to submit project sheets and assign tasks to necessary individuals.

4. Consult with and support clients on MTG/IRSC solutions as well as other products offered by CU*Answers Management Services.

5. Review current procedures, and work to document and improve these procedures.

6. Review product prerequisites and consult with clients initiating IRSC processes.

7. Be a client advocate for clients pursuing MTG/IRSC and other CMS products.

8. Work closely with cuasterisk.com affiliates in supporting their general CU*BASE products offerings as well as partnering on CMS initiatives for their networks.

9. Perform additional duties as assigned to support organizational goals and evolving business needs.

JOB SPECIFICATIONS

1. High School graduate, GED, or equivalent work experience. Equivalent work experience equal to 1-2 years of prior office experience with a focus in IT.
2. Experience in working with iOS and Android operating systems, as well as various mobile devices.
3. Experience working with Content Management Systems (CMS).
4. Experience in working effectively with technical and non-technical personnel.
5. Extensive knowledge of credit union operations, regulations and procedures. Including Membership opening procedures.
6. Excellent verbal and written communications skills with an ability to work closely with credit union senior management, third party vendors, and principals of potential CU*Answers business partners.
7. Ability to use discretion when dealing with sensitive or confidential data.
8. Ability to juggle multiple projects simultaneously.
9. Self-directed, able to take initiative.
10. Excellent verbal and written communication skills.
11. Ability to deal with external clients as well as internal staff.
12. Excellent attention to detail and accuracy.
13. Ability to use discretion when dealing with sensitive or confidential data.
14. Ability to work effectively with other CU*Answers teams.
15. Ability to operate telephone, photocopier, fax machines and PC workstation.
16. Regular and predictable attendance.
17. Embrace and adhere to the company mission and the seven cooperative principles of a cooperative.

CU*Answers is an Equal Employment Opportunity employer that supports the unique perspectives and experiences from all employees and supports a collaborative community spirit. All qualified applicants will receive consideration for employment without regard to age, citizenship status, color, creed, disability, ethnicity, genetic information, gender (including gender identity and gender expression), marital status, national origin, race, religion, sex, sexual orientation, veteran status or any status or condition protected by applicable federal, state or local laws.

Requirements: