Payments Analyst

1 week ago


Vancouver, British Columbia, Canada Central 1 Credit Union Full time
Central 1 cooperatively empowers credit unions and other financial institutions to deliver banking choice to Canadians. Central 1 provides critical services at scale to enable a thriving credit union system.

We do this by collaborating with our clients, developing strategies, products and services to support the financial well-being of their more than 5 million diverse customers in communities across Canada.

For more information, visit

What we offer:

  • Worklife flexibility
  • Hybrid work environment
  • One time allowance to set up your office for remote first employees
  • Variable annual incentive plan
  • Generous annual vacation allotment
  • Topnotch flexible benefits plan
  • Retirement Plan, matched contributions at 6%
  • Access to a learning platform and educational assistance support
  • Career development opportunities
  • Wellness Flex Fund to support personal interest and activities
  • Day off to volunteer in your community and other paid time off options
  • Corporate discounts

Job Summary:

What you'll be doing:

  • Incident management: Gathers sufficient information from the client to make an initial diagnosis; analyses and solves the more routine issues or, when required, manages the escalation of more complex issues for resolution by a Support Analyst 2 or technical teams. Must complete basic level of technical triage. Achieves determined service level agreements (SLAs).
  • Request management: Schedules, manages, and communicates client requests for assistance, change requests and other such issues through a designated tracking system; monitors progress to ensure prompt and efficient resolution. Achieves determined SLAs.
  • Act as an advocate for clients with operational and technical staff; escalates issues as required and ensures the resolution of service issues and the efficient and effective implementation of changes.
  • Works closely with key support departments within Payments and DBPX with respect to technical and operational problems and the implementation of new or upgraded products.
  • Provides information and clarification to clients with respect to new services and products being offered.
  • Recommends new or revised systems and processes to improve productivity and efficiency of the client support process.
  • Performs other duties as required to deliver exceptional service and to support Central 1's business goals.

What you'll have:

  • Community college diploma in computer science, business administration or other related discipline with a relevant IT focus (or equivalent)
  • 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.
  • Ability to gather information, diagnose and analyze a variety of technical and nontechnical issues and provide information and/or solutions as required.
  • Welldeveloped analytical, problem solving, organizational and time management skills.
  • Ability to communicate effectively both orally and in writing with clients, technical teams and other coworkers, work to schedules and adapt easily to changing priorities and business needs.
  • Strong customer service and interpersonal skills.


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