Customer Care Analyst

About the Role: Customer Care Analyst

Customer Care Analysts at CSI provide essential product and application expertise to our valued customers. This role requires in-depth knowledge across multiple CSI product offerings, allowing you to initiate, manage, and work through client projects effectively. You will be instrumental in enhancing product usage, resolving complex issues, and increasing product knowledge for end-users. As a key team member, you'll offer mentorship to less experienced colleagues and may lead intricate projects, supporting our higher-profile customer relationships.

Key Responsibilities

• Develops and implements post-conversation plans to ensure comprehensive customer follow-up.
• Demonstrates profound expertise across multiple applications and CSI service areas, providing mentorship and guidance to peers.
• Gathers customer requirements and crafts advanced project plans to address immediate client needs.
• Manages a diverse workload, typically participating in multiple projects simultaneously, often exceeding the scope of less experienced analysts.
• Provides dedicated support for strategically focused, high-profile customer relationships.
• Delivers virtual and/or on-site project support and training to customers, ensuring optimal product utilization.
• Creates and maintains a comprehensive library of problem resolution actions and a knowledge base for the Customer Service desk.
• Acts as a primary point of escalation for complex issues requiring in-depth research and analysis.
• Identifies product issue trends and collects client feedback for desired functionality, relaying insights to internal departments for corrections and enhancements.
• Schedules, plans, leads, completes, and follows-up on all System Utilization Reviews.
• May be required to travel independently or with other departments for site visits as needed.
• Performs other duties as assigned to support customer success and team objectives.

Required Qualifications

• Minimum of five (5) years of relevant work experience in a customer care or analyst role.
• Technical education or job knowledge equivalent to a 2-year college or trade school.
• Experience in the preparation and/or comprehensive review of both consumer and commercial loan documentation.
• Working knowledge of lending compliance laws and regulations applicable to consumer and commercial loan products.
• Strong analytical and problem-solving skills with meticulous attention to detail.
• Excellent verbal and written communication skills, with the ability to clearly convey information to diverse audiences.
• Experience administering and supporting lending software systems, including system configuration, maintenance, and user support, is preferred.

About Computer Services, Inc. (CSI)

As a forward-thinking software provider, Computer Services, Inc. (CSI) empowers community and regional financial institutions to meet their customers’ evolving needs through open and flexible technologies. Beyond our award-winning core banking platform, we offer cutting-edge solutions in lending, digital banking, payments, financial crime prevention, and cybersecurity. With over 60 years of personalized service, CSI is dedicated to shaping the future of banking and enabling our customers to outpace the competition. Discover more at www.csiweb.com.

Key skills/competency

• Customer Support
• Product Expertise
• Issue Resolution
• Project Management
• Client Relationships
• Technical Training
• Lending Compliance
• Analytical Skills
• Problem-Solving
• Software Support