Job Posting Details

Client Support Analyst 1 (Full-Time, Temporary up to 12 months), Central 1 Credit Union

Location:Vancouver, British Columbia
Posting Date:June 7, 2018
Closing Date:until filled
Employment Type:Full-time

Company Description

When you’re passionate about what you do and where you work, the rest comes easy. That’s the culture at Central 1 Credit Union, and that’s precisely what we’re looking for from you. Supporting over 100 member credit unions across British Columbia and Ontario, we’re the backbone of the credit union system in both provinces – taking care of everything from online services and product development, to payment processing, trade association services and more.

Our team of over 600 employees represent some of the most innovative, passionate individuals you’ll ever meet; people who honestly care about the organization, its members and each other. In other words, people who love what they do.


Job Description

The Support Analyst 1 provides frontline customer support to clients by responding to interactions received via phone, ticket, email and fax.  They also are responsible for fulfilling routine service requests and managing assigned Incidents (including resolving the more routine incidents).

You will be primarily accountable for:

- Responding to customer enquiries and issues via phone, email and a designated tracking tool within specified timeframes;

- Gathering sufficient information from the client to make an initial diagnosis; analyzing and solving the more routine issues or, when required, managing the escalation of more complex issues for resolution by a Support Analyst 2 or technical teams;

- Scheduling, managing and communicating client requests for assistance, change requests and other such issues through a designated tracking system; monitoring progress to ensure prompt and efficient resolution;

- Maintaining accurate and complete documentation of calls received and updating records as issues are resolved and clients notified;

- Monitoring the daily flow of files and reports sent from or received by Central 1, ensuring that data meets pre-determined deadlines in a complete and accurate format and that all channels are functioning properly;

- Acting as an advocate for clients with operational and technical staff; escalating issues as required and ensuring the resolution of service issues and the efficient and effective implementation of changes;

- Working closely with key support departments within Technology & Payment Services with respect to technical and operational problems and the implementation of new or upgraded products ;

- Providing internal communications when credit unions merge, convert to a new banking system or migrate to new products or methods of connectivity ;

- Providing information and clarification to clients with respect to new services and products being offered, including preparing and distributing communications to clients regarding new releases, service disruptions etc., and may update operations manuals and procedures for distribution .

-Proactively supporting  the client relationship and maintains client records and information.



As the ideal candidate you possess the following:

- A community college diploma in computer science, business administration or other related discipline with a relevant IT focus (or equivalent);

- A minimum of 3 years relevant customer service experience, preferably in financial services;

- Sound knowledge of the principles, methodologies, tools and techniques utilized in providing client support services. Knowledge and application of the Information Technology Information Library (ITIL) best practices an asset. 

- Ability to gather information, diagnose and analyze a variety of technical and non-technical issues and provide information and/or solutions as required. Well-developed analytical, problem solving, organizational and time management skills. Ability to communicate effectively both orally and in writing with clients, technical teams and other co-workers, work to schedules and adapt easily to changing priorities and business needs. Strong customer service and interpersonal skills. Ability to work on multiple projects in a team environment.


Additional Information

As much as we believe in working hard, we also believe in personal growth and taking time for ourselves. Accordingly, our total rewards philosophy amounts to one of the best compensation and benefits packages in the industry – from performance-based incentives and extended benefits, to training and education reimbursements and ample vacation time.

Central 1 is committed to diversity and inclusion. If you have a request for a disability-related accommodation, we will work with you to meet your needs.

Reporting to: Team Lead, Client and Product Support

Grade:  C

Date Posted: June 6, 2018

Internal applicants must apply by June 12, 2018

*Unsolicited resumes from vendors will not be accepted for this or any position at Central 1*