Solutions Specialist

America’s Credit Unions is a leading company in the Financial Services Trade Association sector, known for our advocacy on behalf of all Credit Unions. We fuel our employee’s professional growth at every level, stand committed to the financial well-being of every member and champion the credit union story at every turn.

We are seeking a highly organized and experienced Solutions Specialist to assist with supporting daily customer service, administration, onboarding/offboarding administration, reporting needs, etc. for our eLearning platform and other products, testing, and recognition program needs. This includes supporting all level 1 and 2 issues: tracking them to resolution.

Responsibilities:

• Provide exceptional service that drives customer success, following defined service standards. Manage a very large number of daily inquiries received via phone, e-mail, letter, chat, and other virtual support channels.
• Promote/explain high level processes and procedures, assist with understanding of wide range of system functionality to customers, providing the guidance for self-support moving forward.
• Work to ensure system/s run efficiently and keep all necessary individuals notified of any issues. Responsible for Level I and Level II technical difficulties, following defined escalation process. This includes troubleshooting issues that arise and tracking them to resolution; notifying staff/administrators of issues/updates, etc.; working with outside vendors/manager/IT as needed to bring issues to a close. Communicate resolution as appropriate.
• Present system/s processes, procedures, features and benefits; help credit unions understand how the products can enhance their training programs & operations. Coordinate additional CU training needs via prescheduled group live or archived training opportunities, in partnership with the Customer Success Team.
• Responsible for delivery of proctored exam requests (via online proctoring system); including importing data loads into AMS, online proctoring system and verify/troubleshooting logs of import processes and processing of exam invoices as necessary.
• Manage milestone and support communication administration via digital/e-mail delivery/tracking tool. Load/maintain support documents for internal and external audiences; review web pages related to training site and revise/update as needed.
• System/s and data administration, including administrative onboarding and sunsetting of subscriber CUs, recognition program data maintenance, exam grading process, and recognition program delivery processes. Support data import processes.
• Report processing, including ad hoc requests, and scheduling through multiple reporting tools (LMS, AMS, LRS, 3rd party).
• Responsible for service request management tool triage.

Requirements:

• Associate's Degree or the equivalent of two years of college course work required.
• 3 years of demonstrated, independent experience in administration of distance learning systems to include ability to resolve customer issues related to this vehicle of education and provide proper guidance on how the system can benefit the training program.
• Ability to manage multiple projects and deadlines required. Ability to work well under pressure. Excellent written and verbal communication skills; ability to clearly explain processes and procedures over the phone. Strong interpersonal skills, with the ability to work both independently and as part of a team.
• Analytical problem-solving and troubleshooting skills; demonstrated multi-tasking ability with overlapping complicated procedures/processes. Personal computer experience to include word processing and spreadsheets software. Must have good organizational and prioritization skills. Strong customer service experience. Business writing and edit skills.
• Knowledge and experience with program administration, confidentiality, database applications, learning management systems, association management systems, database applications, and report processing tools. Project management experience is preferred.

If you are highly motivated and are interested in this opportunity, we encourage you to apply today!

America’s Credit Unions is committed to fostering an inclusive work environment that celebrates the unique perspectives of its employees, while cultivating a culture that generates curiosity and understanding of each other and promotes an equitable outcome for everyone. We strive to create an environment where we celebrate our differences by treating each other with respect, listening to different perspectives and creating a workplace where your authentic self belongs and thrives while supporting our communities.