Service Account Manager I (Credit)

Employment Type

: Full-Time


: Miscellaneous

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Are you ready to take your career to the next level? Join us at PSCU Under minimal supervision, this position will serve as the main operational point of contact for support and escalations of day to day operations for one of the following LOBs including: Credit, Debit, Total Member Care or eCommerce and related products for credit unions. The incumbent will provide Level I and II support for products, services and applications related to these platforms. In partnership with the appropriate Service Delivery Program Manager, the incumbent will serve as the credit unions liaison with internal, external, and third party companies to expedite issue resolution and escalate as necessary. Incumbent may assist with implementation of system/product enhancements, and solution enrollments. Must have strong analytical skills, excellent communication skills, ability to train, and provide information to multiple levels of credit union staff, including managers, presidents, and executives. Role Responsibilities Maintain extensive knowledge of operational applications and systems such as Visa, MasterCard, First Data, Member Connect, AccessPoint, Apple Pay, EMV, Google Wallet, Score Source and Evolve; understand the specifics on reports, enhancements and exceptions handling. Provide excellent support to improve and sustain strong PSCU credit union relationships through timely and accurate responses, providing detailed resolutions in order to achieve high client satisfaction ratings as reflected in member-owner surveys Maintain extensive understanding of contracted Service Level Agreements (SLA) requirements and Key Performance Indicators (KPI) for all clients. Stay abreast of open service tickets to ensure response timeliness, accuracy, and quality. Internally escalate concerns to appropriate service team managers. Ensure that all questions/inquiries/issues from the credit unions are recorded and tracked through resolution following defined process with the appropriate resolution comments Acts as liaison between various partners, all PSCU business units and the client by providing ongoing communication between all parties to ensure timely resolution of the clients operational needs Serve as the clients operational day to day contact and act as their advocate, exercising discretion and independent judgment in resolving operational and product issues; demonstrating an appropriate sense of urgency and continually monitoring and communicating the status and/or resolution to the client in written, verbal and/or visual form Must be able to speak to and assist with inquiries related to system functionality and complex products and services Provide information and submit a Project Initiation Form request for solution campaigns, product migration projects, and global card portfolio changes Act as primary contact for PSCU communications on new and existing products, services, regulatory information, and account compromise events Provide information with regard to system functionality, compliance regulations, as well as significant operational system changes or issues. Incumbent must possess aptitude to provide accurate cautions and clarifications Perform research and analysis on high-monetary risk product/service change requests including, but not limited to, Prepaid program tolerance, fees, terms and conditions settings and CURewards to ensure clients objectives are met, preventing potential financial liability and maintaining positive client relationship Coordinate the processing of both monetary and non-monetary file requests, performing impact analysis prior to posting; determining scope and impact to the client and its members Maintain current working knowledge of all PSCU in house credit, debit, and prepaid products and service applications including its key functions and associated reports Analyze, create, and validate custom report queries utilizing data mining tools including: Executive View, DBL Reports, Data Choice, ROW, Crystal Reports, and DocAnalyzer; extract and filter data to achieve desired results utilizing Excel formulas and functions Identify sales opportunities and partner with the appropriate Service Delivery Program Manager in the execution of new products and services. Assist in providing an effective and efficient ongoing sales experience Perform other duties as assigned Role Requirements Education : Associate's Degree or combination of education and PSCU and/or relevant industry experience required. Bachelor's degree preferred. Experience : Four (4) years in a client relationship role within the credit union or banking industry and/or PSCU experience required. Knowledge, Skills, and Abilities Demonstrate behaviors based on PSCU values: Service Excellence, Passion, Leadership, Trust and Innovation Ability to communicate effectively in both verbal and written formats Must interact positively and professionally at all levels of management and staff within PSCU, clients, and vendors Ability to manage multiple inquiries, work in fast-paced environment, and meet deadlines Demonstrated excellent analytical and quantitative skills Ability to exercise discretion and good judgment in making decisions, act independently and effectively on problem resolution, determine requires resources and communicate resolution or direction to client Proficiency in word processing and spreadsheet computer software applications Ability to maintain confidentiality of materials handled Ability to be flexible and work under high pressure in a complex environment Our corporate value statements represent PSCU's commitment to providing the highest quality service to our member-owners. By practicing these values, we continue to meet the challenge of being a leading service provider in the credit union industry. Service Excellence - Exceeding expectations in every interaction. Passion - Boundless enthusiasm to be THE best. Leadership - Engaging, influencing, and inspiring others to accomplish our mission. Trust - Keeping the promises you make to others, and to yourself. Innovation - The relentless pursuit of better ways. PSCU is a drug and smoke free workplace To learn more about opportunities and what it's like to work at PSCU follow us on our Facebook Careers page Job Requirements:

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