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Client Services Coordinator I

The Client Services Coordinator I position is vital to the operations of Wescom Resources Group, a CUSO of Wescom Credit Union providing core systems management and data processing for credit unions. This position is responsible for providing WRG's hosted client base with an exceptional level of service for data processing, network connections and operational needs. Provides immediate responses to clients regarding multiple core systems, processes, and connections. This position requires detailed technical and process knowledge of credit union operations, in-depth knowledge of KeyStone and/or Symitar core systems, IT services and network connections, and financial systems. Manages the implementations of clients' core systems needs relating to clients' and new vendors' connections, new and changes to job files processing, core releases and patches, disaster recovery testing, core programming, database storage and purge processes. Builds and maintains strong and lasting relationships with Credit Unions' executive management and staff becoming an extension of their team. Meets with assigned clients periodically to discuss and understand their goals and needs. Serves as the primary point of contact for client projects and concerns. This position requires analytical skills for investigation and reporting, strong relationship building, communication and leadership skills.

Essential Position Functions:

• 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.

Other Position Responsibilities and Duties:

• 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.

Education and Experience: Bachelor's Degree and three to five years' experience in a related field preferred. Equivalent experience level may offset educational requirement.

Other Skills and Abilities: 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). MS Project is desired but not required.

Computer Skills: Proficient in Microsoft applications (Word, Excel, Outlook).

Mathematical Skills: 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.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is frequently required to stand; walk; sit; use hands to finger, handle or feel; reach with hands and arms, climb or balance, stoop kneel, crouch, crawl; talk or hear and taste or smell. The employee must occasionally lift and/or move up to 10 pounds. Vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Work Environment: This position may qualify as Remote or Hybrid with a home base at one of Wescom's offices. The Remote or Hybrid status may be discontinued by Wescom in its sole discretion at any time and for any reason or no reason, with or without notice by Wescom or Employee. The work environment characteristics described here are representative of those an employee encounters while performing functions of this job. The noise level in the work environment is moderately quiet. It is a non-smoking environment.