Client Support Manager
Overview DISCOVER A CAREER WITH CU*SOUTH. At CU*SOUTH, we're more than just a Credit Union Service Organization (CUSO); we're a community united by a mission to strengthen and grow credit unions everywhere. Every role within our organization is backed by our steadfast philosophies—from our team who bring years of professional experience to our dynamic, customer-focused culture that's rooted in responsiveness and loyalty. Our working environment celebrates those who can pivot, innovate, and act swiftly, ensuring we remain at the forefront of the credit union industry. Joining CU*SOUTH isn’t merely about finding a job—it’s about discovering a purpose and growing professionally and personally, supported by a team that is progressive and dedicated to serving the credit union community.
Purpose The Client Support Manager is responsible for delivering high quality support to our clients. This includes oversight and development of the support team and client messaging. As the head of this functional area, they are responsible for many touchpoints with our client base and are expected to command and uphold the highest levels of professionalism, empathy, and integrity with every interaction.
Essential Job Functions
Manage the quality of support provided to our client base through a service-minded team, led with empathy and a desire to provide fast and accurate answers. Ensure every interaction communicates that the client matters.
Identify and report struggling or troubled clients based on information from support calls, tickets, and surveys. Report findings to Management and the assigned Relationship Manager, and collaborate on proper resolution.
Ensure accurate quotation of billable work and coach the team on how to appropriately sell products and services that benefit the client, including using training and network resources to demonstrate opportunities to key stakeholders within the client organization.
Establish, implement, and maintain documented client service standards and workflows to ensure client satisfaction and adherence to department SLAs.
Assist Conversion Coordinators in handing off newly converted clients from conversion support to ongoing client support. Set expectations and guide clients on proper usage and best practices for requesting support.
Develop and maintain a knowledge base for staff to reference, reducing research time for service requests. Work interdepartmentally to ensure effective workflows across the organization.
Create and implement service metrics, monitor and analyze results, and drive change and resolutions through designed processes. Participate in key strategic projects as assigned within the Departmental Business Plan.
Ensure employee development plans and performance goals are created, implemented, and reviewed. Coach staff on-the-spot and on a recurring schedule to reinforce positive behaviors and address undesired behaviors. Manage corrective action plans when needed.
Act as the highest-level in-team escalation point for client support, provide direction for resolution of problems, and determine incident priority. Monitor and audit client support calls within SLA and provide periodic updates to Management.
Provide back up for the job functions of all direct reports.
Address personnel issues professionally, in line with CU*SOUTH policy and with Human Resources involvement as necessary. Document issues for HR files.
Other duties as assigned.
Service Level Agreement Internal Uphold CU*SOUTH Code of Conduct and PRAISE Core Values.
Provide same-day response to all internal inquiries received by noon; provide next-day response to all others, prioritizing urgency.
Provide internal support to all CUSO Development lines of business to advocate and encourage internal collaboration.
External Uphold CU*SOUTH Code of Conduct and PRAISE Core Values.
Provide same-day response to all client inquiries within the established Service Model Escalation platform.
Provide written project status updates to clients collaborating on active projects or incidents within established timelines of the Service Escalation Model.
Provide follow up with clients within one week of incident completion to determine level of use and/or satisfaction.
Job Qualifications Bachelor’s degree in business or finance, or equivalent work experience, is required.
Client Service, Call Center or Operations management experience is required.
Financial Institution experience (preferably in credit unions) is highly preferred.
Experience using or supporting core processing software, or comparable Tier-1 core processing software (e.g. Jack Henry, Fiserv) is preferred.
Extensive knowledge of financial institution operations, regulations, and procedures is preferred.
Excellent verbal and non-verbal communication skills are required.
Must be available during off-hours to support and manage client issues.
Ability to use discretion when dealing with sensitive or confidential data is non-negotiable.
Ability to travel to client sites to provide training and support is required.
Work Environment & Physical Activities CU*SOUTH operates in a professional office building setting as well as remote sites. Some job assignments are primarily in the office while others involve moderate to extensive travel. CU*SOUTH is committed to reasonably accommodating employees with the physical aspects of the position.
Notice This job description is not intended to be, nor should be construed as a contract for employment. CU*SOUTH makes no guarantee of permanent employment. This job description is to be used as a guideline to give the employee an understanding of what CU*SOUTH has defined this position to be. CU*SOUTH will make reasonable accommodations for known disabilities of qualified applicants unless doing so would cause an undue hardship. Equal Opportunity Employer.
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