Develop and maintain technical and operational expertise for CU Direct products and systems
Demonstrate a strong aptitude for problem-solving and the ability to resolve issues while retaining a strong customer service focus
Provide high-quality technical support and customer service via telephone and/or electronically to CU Direct clients for all product applications and provide resolution/workaround or escalation for application product issues, as applicable
Maintain comprehensive case documentation in ticketing systems and ensure understanding of case process and follow the guidelines as outlined by management
Coordinate communications between staff, clients and/or third-party vendors to gather details and identify the scope of reported issues
Ensure proper communication to the client is made in a timely manner and keep track of high-profile client issues and provide alerts to team leadership
Understand client expectations, show empathy and urgency and escalate issues appropriately
Look for opportunities to contribute outside area of primary responsibility to support the organization, team and client experience
Maintain security and integrity controls of all confidential client data and account information.

High School diploma or equivalent experience
Some college work in an IT field is a plus
Specialized seminars and/or training in indirect lending, credit bureau functions or other financial-related subjects is a plus
Familiarity with PC operating systems and usage, internet web browsers, etc.
Working knowledge of remote access tools and web browsers such as MS Teams, GoToAssist, Chrome and Firefox
A minimum of one (1) year technical support experience
Familiarity with the general foundation of indirect lending; background in underwriting is a plus

Application Product Support Analyst I

Key skills