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
www.central1.com
.

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
• subject to employment agreement

Job Summary:
Join the Central 1 team as a Support Analyst and be the link between our clients and the exceptional service we provide. In this dynamic role, you will engage with clients through phone, ticketing systems, email, ensuring their needs are met with professionalism and efficiency. You’ll manage and resolve service requests and incidents, making a real impact on our clients’ satisfaction and success. If you’re passionate about delivering top-notch customer support and thrive in a fast-paced environment, we want to hear from you!
This is a 12 month temporary role and the hours of work will be 8:30 am to 4:30 pm PST
What you’ll be doing:

Customer Support:

• Respond to customer inquiries and issues via phone, email, and ticketing system.

Incident Management:

• Gather sufficient information from clients for initial diagnosis.
• Analyze and resolve routine issues
• Escalate complex issues to Support Analyst 2 or technical teams
• Perform basic technical triage

Request Management:

• Schedule, manage, and communicate client requests for assistance and change requests
• Monitor progress to ensure prompt and efficient resolution
• Achieve determined SLAs

Client Advocacy:

• Act as an advocate for clients with operational and technical staff
• Escalate issues as required
• Ensure resolution of service issues and effective implementation of changes

Collaboration:

• Work closely with key support departments within Payments and DBPX on technical and operational problems
• Assist with the implementation of new or upgraded products

Client Communication:

• Provide information and clarification to clients about new services and products

Process Improvement:

• Recommend new or revised systems and processes to improve productivity and efficiency in client support

Knowledge Maintenance:

• Maintain current knowledge of products, application functionality, and Central 1’s hosting environment
• Update wiki and support procedures

Additional Duties:

• Perform other duties as required to deliver exceptional service and support Central 1’s business goals

What you’ll have:

• Community college diploma in computer science, business administration, or a related discipline with an IT focus (or equivalent)
• 3+ years relevant customer service experience, preferably in financial services.
• French/English bilingualism essential
• Proficiency in both oral and written communication
• Strong understanding of principles, methodologies, tools, and techniques for client support services
• Ability to gather information, diagnose, and analyze technical and non-technical issues
• Provide information and solutions as required
• Well-developed analytical and problem-solving abilities
• Strong organizational and time management skills
• Effective oral and written communication with clients, technical teams, and co-workers
• Ability to work to schedules and adapt to changing priorities and business needs
• Strong customer service and interpersonal skills

Salary: $52,000- $60,000
The salary range is for the successful candidate who is fully competent in the role. The actual salary will vary depending on market conditions and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training.

LI-Hybrid

Central 1 is an equal opportunity employer and committed to building an inclusive workforce by creating an environment where everyone feels like they belong and has the opportunity to be successful. We welcome all applicants to join our diverse workforce and we will provide an accessible candidate experience including, but not limited to accommodations to interview sites and alternate formats upon request to our Recruitment team

• Perform other duties as required to deliver exceptional service and support Central 1’s business goal