Provide product and application expertise to customers.
Initiate, manage and work through client projects to enhance product usage and resolve complex issues.
Provide mentorship to team mates.
Lead complex projects while supporting higher profile customer relationships.
Create post-conversation plans.
Demonstrate expertise across multiple applications and/or CSI service areas.
Gather customer requirements and put together advanced project plans to address immediate client needs.
Participate in multiple projects simultaneously and handle a higher workload than less experienced analysts.
Support strategic high-profile customer relationships.
Provide virtual and/or on-site project support and training to customers.
Develop and maintain a library of problem resolution actions and a knowledge base for the Customer Service desk.
Identify trends with product issues and collect client feedback for desired functionality.

The minimum amount of relevant work experience required to successfully perform the job is at least five (5) years.
Technical education or job knowledge equivalent to a 2-year college or trade school.
Experience should include 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 attention to detail.
Excellent verbal and written communication skills, with the ability to clearly share information and work effectively with different audiences.
Experience administering and supporting lending software systems, including system configuration, maintenance, and user support, is preferred.

Customer Care Analyst

Key skills