We are seeking a talented Client Service Executive to
serve as the main operational contact between assigned clients and
the sales, relationship, operations and IT departments. This role
manages client’s daily operational needs and provides a
consultative lead on all client requests and inquiries to best meet
business objectives. The Client Service Executive participates as a
project team member on client implementations and establishes and
maintains strong relationship/partnership with clients, operational
managers and teams. The person in this role provides knowledge and
support of client escalations and resolutions while proactively
pursuing development and opportunities and shows expected progress
on learning plan.
What You Can Look Forward to
Develops rapport with business partners across the organization
and demonstrates ability to work through other areas to accomplish
results to meet Client and TMG standards.
Provides Operational reports and logs, monitors client requests,
projects and issues. Keeps management abreast of any trends visible
through all client interactions and operational data. Alerts
management of critical client issues where appropriate.
Schedules and facilitates ad hoc and recurring client
operational conference calls as necessary.
Maintains and monitors compliance with operational and
procedural standards. Works with manager to schedule compliance
related development topics
Manages a mix of clients with more complex and sophisticated
programs. Products and services include Credit, Debit and Prepaid,
Shared and Un-shared BIN, Multiple Card programs, ATM, FD Omaha and
Prepares and provides required documentation for implementation
of new products, programs and services. Recognized by clients and
internal partners as possessing and leveraging the knowledge,
skills and behaviors necessary to effectively scope the largest,
most complex requests.
Effectively manages clients and internal resources through
scoping and delivery process. Actively contributes relevant details
to project manager and client for projects in flights.
Assesses and recommends course offerings and Education Programs,
Workshops and literature.
Creates Value – “The CO-OP Value Spokesperson”.
Adheres to the Brand Promise and Consultative Experience.
Serves as a project team member and consultant to the client.
Participates in discovery and requirements gathering to determine
scope, estimate timeframes and costs. Provides statement of work,
timelines, obtains approval and signoffs from the client.
Accountable for client rapport, loyalty and satisfaction at the
operational level. Demonstrates a solid foundation of client,
product and industry knowledge. Capable of developing and
delivering agendas and presentations designed to enhance client
partnership and relationships with CO-OP.
Serves as the client's main operational point of contact and
liaison to CO-OP's delivery and production teams. Demonstrates the
leadership skills and abilities necessary to effectively manage
complex client interactions to positive outcomes for both the
client and CO-OP.
Knows the client's products and services supported by CO-OP.
Utilizes knowledge to recommend appropriate solutions to increase
client's portfolio's profitability.
Communicates regularly with client to evaluate service
satisfaction and to interface on day-to-day service delivery
questions. Provides status reporting to client. Professionally
leads and directs client progress and status of open items.
Communicates to CS Manager via statistical reports metrics which
demonstrate client's satisfaction.
Takes initiative to develop new processes and procedures to
improve client relationship management and project delivery. Leads
the process to identify components for the creation and maintenance
of Best Practices for the Client Solutions area.
Actively listens to needs, provides multiple options and makes
recommendations as it relates to the client
Possesses excellent knowledge of products, platforms,
applications and services and is able to conduct effective,
thoughtful dialogue with clients considering changes in
Identifies development opportunities and works with manager to
establish learning focus and learning plan and create personal
Manages learning plan and reports on progress at quarterly
coaching sessions with manager, as well as Cornerstone.
Embraces our culture of growth, change and continuous
Responsible for reporting risks that are identified to the
appropriate team and/or management. Additionally, responsible for
managing, monitoring and reporting risks within the scope of your
work area, to include, but not limited to Information Security
Actively supports our CO-OP culture and embraces our core values
of Work as Partners, Communicate Openly and Honestly, Demonstrate
Excellence and Champion Change in all interactions.
What You’ll Need to Succeed
Bachelor’s degree or equivalent training and/or experience.
7+ years of directly related experience.
Proficiency with technology and the ability to learn and use new
systems quickly, including Microsoft Office Suite (Excel, Word, and
Knowledge of business planning and product development.
Knowledge of internal product delivery processes and
Prefer 2-3 years of electronic transaction, credit, debit and/or
Prefer 1+ years of project management/coordination and/or
Relationship/partnership building, leadership & facilitation
Project Management and/or Business Analysis.
Very good interpersonal and human relationships. Ability to
maintain grace under pressure and bring order out of challenging,
high pressure periods of time.
Excellent verbal and written communication.
Active listening skills and the ability to
communicate/articulate complex or simple concepts, sometimes at a
Solid organizational skills while at the same time being
Excellent time management skills.
Ability to mentor Service Coordinator, Solutions Analyst.
Demonstrated, strong presentation skills.
Must be a self-starter, collaborative and detail oriented.
Ability to recognize, anticipate and solve problems. Resourceful
and creative problem solver.
Ability to manage multiple projects, adhering to deadlines.
Crisis management skills.
Why Join CO-OP?
CO-OP is committed to fostering a workplace where every employee
feels valued, respected, and connected. We are dedicated to
understanding, attracting and engaging a diverse workforce where
every employee can live up to their value; ensuring that our
employee base reflects the consumers we serve. The result of this
effort is an inclusive environment where diverse talent thrives.
You will be part of an organization that focuses on a strong
culture and embodies the credit union movement philosophy of People
Helping People. CO-OP’s commitment to reflecting our own core
values and purpose extends beyond how we serve our clients and the
products that we deliver.
With more than 35 years of industry leadership, CO-OP Financial
Services is the largest, most comprehensive credit union service
organization in the nation. CO-OP serves as THE credit union
technology engine, bringing payments solutions, engagement services
and strategic counsel to help credit unions optimize member
experiences to consistently provide seamless, personalized
multi-channel offerings, while delivering secure, sophisticated
fraud mitigation service.
CO-OP serves more than 3,000 client credit unions, with 60
million debit and credit cardholders, nearly 30,000 surcharge-free
ATMs and more than 5,600 shared branches nationwide. Our vast
technological ecosystem facilitates more than 6.5 billion
transactions every year and equips credit unions of all sizes to
deepen member engagement and prosper in the fast-paced world of
Fun, challenging and, collaborative work environment with
passionate colleagues that care deeply about the intersection of
technology and human-centered financial services.
Great Work/Life Benefits – Paid Time Off (PTO), Maternity,
Parental, Family Care, Adoption Leave Programs, Community Volunteer
Time Off, and 10 Paid Holidays.
Health benefits – medical, dental, & vision plus wellness
programs and gym reimbursements.
401K with generous company match.