Client Support Manager

DISCOVER A CAREER WITH CU*SOUTH

At CU*SOUTH, we're more than just a Credit Union Service Organization (CUSO); we're a community united by a mission to strengthen and grow credit unions everywhere. Every role within our organization is backed by our steadfast philosophies - from our team who bring years of professional experience to our dynamic, customer-focused culture that's rooted in responsiveness and loyalty. Our working environment celebrates those who can pivot, innovate, and act swiftly, ensuring we remain at the forefront of the credit union industry. 

Joining CU*SOUTH isn’t merely about finding a job—it’s about discovering a purpose. Here, you’ll have the opportunity to evolve professionally and personally, backed by a supportive team that is unafraid to be progressive. Working for a CUSO, especially one as dedicated as CU*SOUTH, offers a unique chance to serve. With us, you’re not just contributing to our growth; you’re actively playing a role in elevating the credit union community, impacting countless members and institutions alike. Become a part of our team, where service and growth go hand in hand, and craft a fulfilling career that truly makes a difference. 

PURPOSE

The Client Support Manager is responsible for delivering high quality support to our clients. This includes oversight and development of the support team and client messaging. As the head of this functional area, is responsible for many touchpoints with our client base and therefore expected to command and uphold the highest levels of professionalism, empathy, and integrity with every interaction. 

ESSENTIAL JOB FUNCTIONS

#LI-Hybrid

Manage the quality of support provided to our client base through a service-minded team, led with empathy and a desire to provide fast and accurate answers. Expected to make every interaction important and ensure the client feels they matter.

1. Identify and report struggling, or troubled clients based on information received through support calls and tickets as well as survey results. Report in-depth findings on these clients to Management and the Relationship Manager assigned to that client and work with the Relationship Manager on proper resolution.
2. Responsible for accurate quotation of billable work as well as coaching the team on how to appropriately sell products and services the client is not currently utilizing, that would benefit them. This would include utilizing training and network resources to demo these opportunities to key stakeholders within the client organization.
3. Establish, implement, and maintain documented client service standards and workflows to ensure client satisfaction and adherence to department SLA’s. 
4. Assist Conversion Coordinator(s) in hand-off of newly converted clients from conversion support to ongoing client support. Properly set expectations and guide clients on proper usage and best practices for requesting support.
5. Develop and maintain a knowledge base for all relevant staff to reference to reduce research time for all ranges of complication in service requests. Work interdepartmentally to ensure workflows between different areas of the organization are effective and adequate for all involved.
6. Create and implement service metrics, monitor, and analyze results, and drive change and resolutions through designed processes. Take an active role on key strategic projects as assigned within the Departmental Business Plan.
7. Ensure employee development plans and performance goals are created, implemented, and reviewed. Effectively coach downline staff “in the moment” as well as on a recurring schedule to reinforce positive behaviors and course correct undesired behaviors. Responsible for corrective action plans when needed.
8. As the highest-level in-team escalation point for client support, provide direction for resolution of reported problems, and determine priority of incidents. Monitor & audit client support calls within SLA providing periodic updates to Management.
9. Provide back up for the job functions of all direct reports.
10. Reconcile personnel issues or concerns as they arise in a professional manner, within CU*SOUTH policy and personnel expectations, involving Human Resources as necessary. Properly document personnel issues for Human Resources files.
11. Other duties as assigned.

SERVICE LEVEL AGREEMENT

Internal

1. Uphold CU*SOUTH Code of Conduct and PRAISE Core Values.
2. Provide same-day response to all internal inquiries received by noon that day, provide next day response to all others, establishing priority to urgency on all requests.
3. Provide internal support to all CUSO Development lines of business accordingly, to advocate and encourage internal collaboration.

External

1. Uphold CU*SOUTH Code of Conduct and PRAISE Core Values.
2. Provide same-day response to all client inquiries within the established Service Model Escalation platform.
3. Provide written project status report/update to clients collaborating on active projects or incidents within established timelines of the Service Escalation Model.
4. Provide follow up with client within one week of incident completion to determine level of use and/or satisfaction.

JOB QUALIFICATIONS

1. Bachelor’s degree in business or finance, or equivalent work experience, is required.    
2. Client Service, Call Center or Operations management experience is required.
3. Financial Institution experience (preferably in credit unions) is highly preferred.
4. Experience using or supporting core processing software, or comparable Tier-1 core processing    software (e.g. Jack Henry, Fiserv) is preferred.   
5. Extensive knowledge of financial institution operations, regulations, and procedures is preferred.
6. Excellent verbal and non-verbal communication skills are required.
7. Must be available during off-hours to support and manage client issues. 
8. Ability to use discretion when dealing with sensitive or confidential data is non-negotiable.
9. Ability to travel to client sites to provide training and support is required.

WORK ENVIRONMENT & PHYSICAL ACTIVITIES

CU*SOUTH operates in a professional office building setting as well as remote sites. Some job assignments at CU*SOUTH are primarily conducted within the office building(s) while others have moderate to extensive travel responsibilities as described in the Job Functions and/or Job Qualifications section(s) above. CU*SOUTH is committed to working with its employees to reasonably accommodate them with the physical aspects of the position.

Notice: This job description is not intended to be, nor should be construed as a contract for employment. CU*SOUTH makes no guarantee of permanent employment. This job description is to be used as a guideline to give the employee an understanding of what CU*SOUTH has defined this position to be. 

CU*SOUTH will make reasonable accommodations for the known physical or mental disabilities of qualified applicants unless doing so would cause an undue hardship. Disabled individuals who feel accommodation is needed to perform their job, or the job for which they have applied, must notify CU*SOUTH in writing of the need for reasonable accommodation within 180 days after the date the individual knew or reasonably should have known that an accommodation was needed. CU*SOUTH, thereafter, will make all reasonable accommodations unless to do so would pose an undue hardship.

CU*SOUTH is willing to accommodate disabilities to the extent a credit union service organization can without impacting financial control or client service.  CU*SOUTH is an Equal Opportunity Employer.