Client Services Representative I

POSITION SUMMARY

The Client Services Representative I is an entry-level, client-facing role providing support to credit unions with software-related inquiries. This role offers opportunities to develop strong problem-solving and communication skills while collaborating with clients and internal teams. Success in this position requires professionalism, responsiveness, and a commitment to delivering an exceptional client experience.

ESSENTIAL JOB FUNCTIONS

1. Provide client support for the company’s core financial software suite via phone, email, Zoom and ticketing system.

2. Research problems using all tools as necessary and provide resolutions to customers.

3. After exhausting all research tools available, use the Call Escalation Policy to ensure the issue is communicated and resolved. Complete follow-up as necessary.

4. Take responsibility for increasing job knowledge, learning about credit union operations, and participating in internal and external training classes.

5. Actively contribute to the success of the Client Services team by collaborating with colleagues, taking initiative, and completing assigned tasks to achieve team objectives.

6. Perform statement processing and verification on the first day of each month, as required.

JOB QUALIFICATIONS

1. High School graduate or equivalent is required.

2. Familiarity with credit union operations is preferred.

3. Strong verbal and written communication skills, with the ability to deliver professional support to clients and colleagues.

4. Availability for assigned on-call coverage during off-hours, including in-office support when required.

5. Ability to travel to client sites occasionally.

6. Ability to maintain confidentiality and exercise discretion when handling sensitive data.

PHYSICAL REQUIREMENTS

· Prolonged periods of sitting at a desk and working on a computer.

· Ability to lift up to twenty pounds occasionally.

· Ability to travel by car or air as required.

WORK ENVIRONMENT

CU*NorthWest operates in a professional office setting. While some roles require moderate to extensive travel, this position is primarily conducted on-site with occasional travel. A hybrid work arrangement may be considered for certain positions based on business needs and management approval. CU*NorthWest also supports remote work where appropriate and operationally feasible.

CU*NorthWest is committed to providing reasonable accommodation to qualified individuals with disabilities and to applicants or employees with sincerely held religious beliefs, unless doing so would cause undue hardship. Employees are encouraged to notify Human Resources promptly if accommodation is needed.