Sr. Support Services Specialist

Description

We are seeking an experienced and skilled Senior Support Services Analyst to join our team. This role will support our employees by providing expert guidance on business processes, procedures, systems, and centralized communications. The ideal candidate will possess strong analytical, problem-solving, and communication skills, and will be committed to ensuring efficient operations and resolving complex issues. If you thrive in a fast-paced environment and are passionate about delivering exceptional service, we encourage you to apply.

Essential Duties and Responsibilities:

• Provide advanced support to credit union employees through phone, chat, and email channels, addressing complex issues and escalating when necessary.
• Troubleshoot technical issues related to credit union systems and software, escalating incidents to specialized teams after initial triage.
• Collaborate with internal departments (e.g., Compliance, IT, Finance) to resolve employee inquiries, address member account discrepancies, and ensure smooth operations.
• Mentor and guide junior support staff, sharing expertise and assisting in the development of the support team.
• Conduct system troubleshooting for credit union platforms, ensuring prompt issue resolution and minimal disruption.
• Perform password resets and unlocks for employees, ensuring security protocols are followed.
• Maintain and update procedural documentation for all products and services to ensure accuracy and consistency in employee support.
• Serve as the primary communications specialist for internal communications. Ensuring clarity, consistency, and professionalism in written updates, newsletters, and process documentation. 
• Generate routine reports and track employee inquiries, issues, and resolutions to ensure timely follow-up and accuracy.
• Ensure clear, effective communication across departments and systems to support overall organizational goals.

Requirements

• Associate’s degree in a relevant field or equivalent combination of education and experience.
• Minimum of 5 years of professional experience.
• Minimum of 3 years of experience in a similar or equivalent role.
• Experience in financial institutions, credit unions, or banking systems (preferred).
• Proven track record of analyzing, developing, and implementing complex business and technology processes and procedures.
• Professional proficiency in both English and Spanish (written and verbal) is required.
• High level of integrity, discretion, and confidentiality.
• Strong interpersonal skills, with the ability to build rapport and communicate effectively across all organizational levels.
• Well-organized, detail-oriented, and capable of working independently in a dynamic environment.
• Team player with a proven ability to manage multiple tasks while maintaining composure under pressure.
• Creative, proactive problem-solving skills and a service-oriented mindset.
• Patience, professionalism, and a commitment to delivering high-quality service to employees.

Physical requirements: Must be able to sit for extended periods of time, use the computer and telephone to complete work, and lift up to 30 pounds at times.

The above statements are intended to describe the general nature of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties, knowledge, skills, and abilities required of individuals so classified.