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Customer Service Representative

Company: CO-OP Financial Services
Location: Rancho Cucamonga
Posted on: June 6, 2021

Job Description:

US-CA-Rancho Cucamonga

Req No. 2021-7484 Category Business/Client Support Type Full-Time

The Opportunity

We are seeking a talented Dispute Resolution Center Project Lead to provide support and expertise for the Dispute Resolution Center and lead diverse projects that enhance Chargeback and Dispute Processing operations. Identifies, designs, drives and implements business process improvements that enhance quality, speed and efficiency results. Supports the development of a quality culture through training, feedback, and the development of improved technology on applicable systems as well as researches and identifies new enhancement opportunities. The Project Lead is the primary interface between the Client, Product and Technology as well as across different development teams to enhance operational effectiveness. Analyzes business problems and opportunities and formulates a solution to meet the requirements while fitting into the capabilities of our systems and resources. Ensures that client requests are initiated correctly, worked timely and follows the workflow process being established. Participates in the system set up for converting clients. Works as the primary contact and subject matter expert for regulatory changes/requirements (Association rules and regulations E and Z) while managing implementation throughout related projects. Partners with internal teams to write technical client facing procedures/manuals associated with new projects and operational changes.

This position is temporarily-remote. That means that this position is currently remote due to COVID. However, once we transition back into the office, the manager would prefer for this person to work in the physical office.

What You Can Look Forward to

Work with Clients to coordinate Chargeback project work (including conversions, regulatory changes etc.) to ensure that CO-OP meets client expectations.

Manages and inspects platform/system related phases of the Chargeback tasks for client conversions and implementations to meet and exceed client expectations. Reviews incoming Work Orders and makes necessary adjustments to client program files to ensure accurate records are maintained. Reviews and makes assessment of new client requests; coordinates with department management the assignment of new clients to appropriate parties while ensuring proper onboarding steps are taken. Take appropriate actions on those clients offboarding from CO-OP. Consults the client on best practice options to meet the needs for their products and services. Manages communication for project implementations to ensure Dispute Resolution Center team members are informed. Leads, investigates and assists in root cause analysis and problem resolution as needed to ensure that clients receive prompt, efficient service. Provides the highest level of internal and external customer service. Communicates with clients and CO-OP staff in a professional manner. Manages the CUNA Mutual Claims Automation Service including activation/deactivation requests, maintain department records for active clients. Participates and represents the department on various internal launch teams and committees for CO-OP products and services. Acts as Subject Matter Expert (SME) for changes/Maintenance Upgrades in Data Navigator/FIS platform systems. Reviews monthly Maintenance Upgrade technical documentation related to Chargeback processing. Drafts and approves final notices for impacted clients. Create/update department policies and procedures as needed. Regular and reliable attendance. 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 risks. Actively supports and embraces our core values of Work as Partners, Communicate Openly and Honestly, Demonstrate Excellence and Champion Change in all interactions.

Identify, plan and implement operational improvements to achieve organizational efficiency and quality improvement goals.

Identifies, analyzes and documents business requirements. Creates and maintains necessary project documentation to ensure Dispute Resolution Center standards, quality standards and deadlines are met. Continually seeks and implements improvements for work processes. Leads Resolution Center, iCO, FIS/Data Navigator, MasterCard Connect, Visa Resolve Online, and other Dispute Processing/Chargeback system enhancements and provides testing as required. Designs and executes test scripts and scenarios to determine issues in process or service.

Work as the primary liaison between Dispute Resolution Center and other departments for designing functional solutions to meet business needs.

Acts as a resource to both internal/external clients and effectively communicates to ensure expectations are met. Recommends and implements new processes and changes that ensure the overall solution meets business needs and enhances the team's performance. Assists with the business case and approvals. Creates scope and requirements for Chargeback initiated projects to meet department goals. Maintains accountability for the accomplishment of team and organizational goals. Oversees project tasks so project team is able to meet business objectives. Monitors project progress by tracking activity; resolving problems; publishing progress reports; recommending actions.

Assist in initiating new requests, monitoring the progress of inflight requests and ensuring expected deadlines are met. Provides subject matter guidance.

Lead evaluates new requests and understand whether all requirements have been fulfilled. Initiates new requests to appropriate parties and communicate expected due dates. Monitors requests to ensure compliance with internal guidelines and ensure client expectations are met.

Actively supports strategic future, culture and leadership practices by providing necessary training and resources.

Creates successful partnerships

Partners internally and externally - with other CO-OP staff, clients, vendors, business partners and owners.

What You'll Need to Succeed

High School Diploma. Associates Degree from an Accredited Institution (may be substituted for 5 years of industry experience). Extensive product knowledge and minimum 2 years CO-OP experience preferred. Adult learning and training principles. Project Planning. Extensive Chargeback experience, a minimum of 5 years. Knowledge of MasterCard and Visa Regulations. Must possess excellent organizational and communication skills, both written and orally. Interpersonal communication skills are a must. Customer Service Expertise. Microsoft Word, Excel, Outlook and Access skills. Decision making/problem solving skills. Team skills. Project management skills. Bachelor's Degree from an Accredited Institution, preferred.

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; ensuring that our employee base reflects the consumers we serve; cultivating a workplace in which every employee can live up to their full potential. 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 fintech.

The Perks

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. Tuition reimbursement.


Keywords: CO-OP Financial Services, Rancho Cucamonga , Customer Service Representative, Other , Rancho Cucamonga, California

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