Support Analyst

4 months ago

Vancouver, 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:

- Work-life flexibility
- Hybrid work environment
- One time allowance to set up your office for remote first employees
- Variable annual incentive plan
- Generous annual vacation allotment
- Top-notch 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; analyzes 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.
- Escalate issues as required and ensures the resolution of service issues and the efficient and effective implementation of changes.
- Work closely with key support departments within Payments and DBPX with respect to technical and operational problems and the implementation of new or upgraded products.
- Provide information and clarification to clients with respect to new services and products being offered.
- Recommend new or revised systems and processes to improve productivity and efficiency of the client support process.

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 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.

LI-Hybrid

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