When you’re passionate about what you do and where you work, the rest comes easy. That’s the culture at Central 1 Credit Union, and that’s precisely what we’re looking for from you. Supporting nearly 150 member credit unions across British Columbia and Ontario, we’re the backbone of the credit union system in both provinces – taking care of everything from online services and product development, to payment processing, trade association services and more.

Our team of over 600 employees represent some of the most innovative, passionate individuals you’ll ever meet; people who honestly care about the organization, its members and each other. In other words, people who love what they do.

BASIC FUNCTION:

The Support Analyst 1 provides frontline customer support to clients by responding to interactions received via phone, ticket, email and fax. They also are responsible for fulfilling routine service requests and managing assigned Incidents (including resolving the more routine incidents).

SPECIFIC ACCOUNTABILITIES:

• Responds to customer enquiries and issues via phone, email and a designated tracking tool within specified timeframes
• Gathers sufficient information from the client to make an initial diagnosis; analyzes and solves the more routine issues or, when required, manages the escalation of more complex issues for resolution by a Support Analyst 2 or technical teams
• Schedules, manages and communicates client requests for assistance, change requests and other such issues through a designated tracking system; monitors progress to ensure prompt and efficient resolution
• Maintains accurate and complete documentation of calls received and updates records as issues are resolved and clients notified
• For some areas, monitors the daily flow of files and reports sent from or received by Central 1, ensuring that data meets pre-determined deadlines in a complete and accurate format and that all channels are functioning properly
• Acts as an advocate for clients with operational and technical staff; escalates issues as required and ensures the resolution of service issues and the efficient and effective implementation of changes
• Works closely with key support departments within Technology & Payment Services with respect to technical and operational problems and the implementation of new or upgraded products
• Provides internal communications when credit unions merge, convert to a new banking system or migrate to new products or methods of connectivity
• Provides information and clarification to clients with respect to new services and products being offered
• Prepares and distributes communications to clients regarding new releases, service disruptions etc., and may update operations manuals and procedures for distribution
• Proactively supports the client relationship and maintains client records and information
• Recommends new or revised systems and processes to improve productivity and efficiency of the client support process.
• Maintains current knowledge of products offered, application functionality and the high level architecture of Central’s hosting environment
• Performs other duties as required to deliver exceptional service and to support Central 1’s business goals

• Community college diploma in computer science, business administration or other related discipline with a relevant IT focus (or equivalent), and a minimum of 3 years relevant customer service experience, preferably in financial services.
• Sound knowledge of the principles, methodologies, tools and techniques utilized in providing client support services. 
• Working knowledge of Central 1’s products and services required for certain positions.
• Knowledge and application of the Information Technology Information Library (ITIL) best practices an asset. 
• Ability to gather information, diagnose and analyze a variety of technical and non-technical issues and provide information and/or solutions as required. 
• Well-developed analytical, problem solving, organizational and time management skills. 
• Ability to communicate effectively both orally and in writing with clients, technical teams and other co-workers, work to schedules and adapt easily to changing priorities and business needs.
• Strong customer service and interpersonal skills. 
• Ability to work on multiple projects in a team environment.

As much as we believe in working hard, we also believe in personal growth and taking time for ourselves. Accordingly, our total rewards philosophy amounts to one of the best compensation and benefits packages in the industry – from performance-based incentives and extended benefits, to training and education reimbursements and ample vacation time.

Central 1 is committed to diversity and inclusion. If you have a request for a disability-related accommodation, we will work with you to meet your needs.

Reporting to: Manager, Product Support

Grade:  C

Date Posted: March 13, 2018

Internal applicants must apply by March 20, 2018

*Unsolicited resumes from vendors will not be accepted for this or any position at Central 1*