Customer Care Analyst

Job Summary: Customer Care Analyst at CSI

As a Customer Care Analyst at CSI, you will leverage your in-depth product and application expertise to support customers across multiple CSI product offerings. This role involves initiating and managing client projects, resolving complex issues, and significantly enhancing end-user product knowledge. You will provide mentorship to less experienced teammates, lead intricate projects, and manage high-profile customer relationships, ensuring optimal product utilization and customer satisfaction.

Key Responsibilities

• Develop and execute post-conversation plans to ensure effective follow-up and client satisfaction.
• Serve as a subject matter expert across various CSI applications and service areas, offering guidance to peers.
• Gather detailed customer requirements and design advanced project plans to meet immediate client needs.
• Manage multiple simultaneous projects, handling a substantial workload efficiently.
• Potentially support strategically focused, high-profile customer relationships, contributing to their success.
• Deliver virtual and/or on-site project support and training to customers, fostering deep product understanding.
• Create and maintain a comprehensive knowledge base for the Customer Service desk, acting as an escalation point for complex issues requiring detailed research and analysis.
• Identify product issue trends and collect client feedback for desired functionalities, collaborating with internal departments for corrections and enhancements.
• Schedule, plan, lead, complete, and follow-up on all System Utilization Reviews to optimize client usage.
• Travel as needed, independently or with other departments, for site visits and direct customer engagement.
• Perform other assigned duties to support customer care operations.

Required Experience and Qualifications

To succeed in this role, candidates should possess at least five (5) years of relevant work experience, combined with technical education or job knowledge equivalent to a 2-year college or trade school. Essential qualifications include:

• Extensive experience in the preparation and/or comprehensive review of both consumer and commercial loan documentation.
• Solid working knowledge of lending compliance laws and regulations applicable to consumer and commercial loan products.
• Strong analytical and problem-solving skills, with a meticulous attention to detail.
• Excellent verbal and written communication skills, capable of conveying complex information clearly to diverse audiences.
• Preferred: Experience administering and supporting lending software systems, including system configuration, maintenance, and user support.

About CSI

Computer Services, Inc. (CSI) is a forward-thinking software provider dedicated to helping community and regional financial institutions address their customers’ needs. With a 60-year legacy of personalized service, CSI offers open and flexible technologies, including an award-winning core banking platform, lending solutions, digital banking, payments, financial crime prevention, and cybersecurity. CSI is committed to shaping the future of banking and empowering its customers to excel in a competitive landscape.

Benefits and Culture

CSI provides a challenging and rewarding career environment with competitive salaries and eligibility for incentive awards based on individual and business performance. We offer a comprehensive benefits package. CSI is an Equal Opportunity Employer and committed to diversity and inclusion. We are unable to offer visa sponsorship for this position; applicants must be authorized to work in the United States without future sponsorship needs.

Key skills/competency

• Customer Support
• Technical Support
• Financial Software
• Lending Compliance
• Project Management
• Problem Solving
• Client Relationship Management
• Product Expertise
• System Configuration
• Communication Skills