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Service Executive II- REMOTE

Company: PSCU
Location: Myrtle Point
Posted on: August 5, 2022

Job Description:

Join the people helping people. For people drawn to serving others through their work, PSCU is a place to thrive, as we serve our credit union members best by taking care of each other first. If you want to help shape an industry, challenge yourself, and invest in your own future, this is the place for you. PSCU is a highly accessible environment where you re empowered to think on your feet, work from your heart, and discover the very best version of your professional and personal self. Our Momentum. Your Moment. This application is the first step in seizing your moment. This position is responsible for building and improving relationships with clients to ensure operational issues and questions are resolved in a timely manner. The Service Executive is responsible for managing and delivering timely responses and resolutions, which are critical to growing and enhancing relationships with our clients.The Service Executive must exceed all client expectations and must be intimate with respect to their unique set
up, business goals, and strategy. The behavior and results of the Service Executive are vital. This includes demonstrating a consultative approach to direct operational activities to ensure each client s overall business objectives are achieved. This role requires experienced knowledge, critical thinking and the ability to complete program analysis and successful implementations by collaborating with organizational support across PSCU and external service partners. The Service Executive is an integral component of the sales cycle.As such, the Service Executive must collaborate with the Account Executive to ensure that contract renewals and upsell/cross-sell opportunities are effectively addressed. The Service Executive will achieve these goals by proactively recognizingclient needs and concerns . The Service Executive is responsible for delivering exceptional service and cultivating relationships with key client personnel and executives. The Service Executive will achieve these goals by developing and executing service account plans, leading operational requests and projects to ensure timeliness, accuracy and quality. The Service Executive must help portray PSCU as being easy to do business with as well as exceed their clients perception of PSCU value. The Service Executive must possess exceptional written and verbal customer contact skills and have the ability to manage a book of business comprised of diverse, sophisticated, complex clients. The Service Executive is responsible to make sound business decisions that may be outside of established parameters. The Service Executive must work under minimal supervision to drive an optimal client experience.
Essential Functions & Responsibilities

  • Responsible for supporting mid-tier clients or other clients based on business need.
  • Proactively communicate the status and/or resolution to the client in written, verbal and/or visual form.
  • Maintain extensive knowledge of operational applications and systems used by their assigned client.
  • The Service Executive will be required to meet with clients at PSCU campuses, client corporate offices and/or virtual meetings as necessary to build strong client relationships.
  • The Service Executive will be responsible for the unilateral creation of material necessary to support client meetings.
  • Continued training on new products and services. Required in-depth knowledge and the ability to be proactive, consultative and advocate on behalf of the client.
  • Identify strategic operational opportunities that ensure client business objectives are met and performance metrics of payment portfolios are maximized.
  • Establish, solidify and own strong operational account relationships that result in excellent client satisfaction scores as reflected in periodic surveys; act as primary consultant for client for operational initiatives and issue resolutions.
  • Maintain a thorough understanding of complex regulations, and compliance requirements and how each relates to assigned client. Interpret policies and operational practices.
  • Maintain extensive understanding of contractual Service Level Agreements (SLA) requirements and KeyPerformance Indicators (KPI) for all clients.
  • Function as the client s operational relationship consultant and act as their advocate, exercising discretion and independent judgment in resolving complex operational and product issues.
  • Make sound business decisions that may be outside of established parameters by demonstrating an appropriate sense of urgency by continually monitoring and communicating the status and/or resolution to the client in written, verbal and/or visual form.
  • Consult and advise with various partners, all PSCU business units and the client by providing ongoing communication between all parties to ensure timely resolution of the client s operational needs.
  • Independently evaluate courses of action through extensive research and analysis on complex highmonetary risk product/service requests ensuring client s objectives are met, preventing potential financial liability and preserving positive client relationship.
  • Deliver consultative guidance and operational direction on all various initiatives such as solution campaigns, product migration projects, global card portfolio modifications and communications on new and existing products, services, mergers, and account compromise events.
  • Establish and lead client expectations with regard to complex system functionality on multiple platforms, compliance and timeframes as well as keeping client apprised of significant operational system modifications or issues.
  • Actively review client operational landscape and resolve, develop, and implement new and creative approaches to drive strategic initiatives.
  • Identify sales opportunities and partner with the Account Executive in the execution of new products and services. Assist in securing up-sale/cross-sell opportunities.
  • Function as client s primary point of contact for issue escalation with PSCU and with all vendor partners.
  • Partner with Account Executive in cultivating and preserving a positive account relationship. Assist with development of Quarterly Business Review presentations and participates in client account plan review meetings.
  • Interact positively and professionally in all interactions with PSCU staff, clients, and business constituents.
  • Maintain current knowledge of payment industry trends and innovation, PSCU products and solutions, of card services, digital support, payments, the PSCU contact center and the industry related to Visa, MasterCard, FDR, PSCU, partners and competitors.
  • In conjunction with assigned Account Executive, serve as liaison for product implementations, program start-ups, and other matters of significance as necessary; maintain a close working relationship with internal departments to ensure smooth and open communications.
  • Support and interact with client CEO and Operational contacts.
  • Required to be available after hours, weekends and holidays to support client needs.
  • Perform other duties as assigned. Physical Demands
  • While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear
  • Specific vision abilities required by this job include close vision
  • Ability to occasionally lift/move up to 25 pounds
  • Individuals with a disability who are otherwise able to perform the essential functions of the job may request a reasonable accommodation through the Human Resources department. Other Physical Demands
    Supervisory Responsibility
  • None Position Specifications
    Education
  • Bachelor's Degree or combination of education and relevant validated experience required. Experience
  • Minimum 6 years in a client relationship experience within the financial service industry required. Plus a minimum 4 years of additional experience in Service Delivery at PSCU or similar role with a competitor servicing accounts or clients required.
    Knowledge, Skills, & Abilities
    • Demonstrate behaviors based on PSCU values: Excellence, Innovation, Leadership, Passion, Trust and Diversity, Equity, & Inclusion
    • Ability to work a flexible schedule to meet needs of the business; including being available after hours (on-call) for client emergencies and unique situations
    • Ability to make decisions, act independently and effectively on complex problem resolution, resolve required resources and communicate client direction to all collaborators
    • Minimal travel may be required
    • Ability to exercise discretion and independent judgment when making decisions that have operational and/or monetary impact on PSCU and client
    • Ability to be flexible and work under high pressure in a complex environment
    • Ability to communicate effectively with credit union operational staff and executives as well as internal support teams and leaders; Ability to build and maintain strong relationships
    • Must interact positively and professionally at all levels of management and staff within PSCU, clients, and vendors
    • Ability to perform in-depth analysis on an inquiry, concept or project and provide appropriate consultation and feedback
    • Ability to lead multiple projects, work in fast-paced environment, and meet deadlines
    • Proficiency in word processing, presentation, and spreadsheet computer software applications
    • Demonstrated excellent analytical and quantitative skills
    • Ability to exercise discretion and good judgment in making decisions
    • Ability to maintain confidentiality of materials handled Pay Equity PSCU is committed to pay equity and a competitive benefits package. The typical annual hiring range for this position based on relevant experience and internal equity is: $67,200.00 to $98,533.33*Note: T he amount shown is based on full time annual salary and would be prorated based on role. In addition this position is eligible for an incentive plan, based on performance. Benefits At PSCU, everything we do recognizes the fact that our employees are our most important asset. That s why we are committed to a work/life integration that goes above and beyond to ensure that you have quality time at home with your family and/or to pursue outside interests and aspirations. We back this up with generous PTO, the opportunity to work remotely, flexible scheduling, and a management team that understands how to adjust when the unexpected curveballs of life happen. Check out the comprehensive benefits PSCU has to offer that further solidifies our reputation as a company that just gets it when it comes to balancing life s planned and unplanned events while equipping you with all the tools for growth. PSCU offers:
      • Beautiful, state-of-the-art campuses
      • Endless opportunities for advancement
      • Competitive wages
      • Generous paid time off and paid holidays Our benefits package includes:
        • Medical with telemedicine, no-cost diabetes supply program, and expert medical opinion services
        • Dental and Vision
        • Basic and Optional Life Insurance
        • Company Paid Disability Insurance
        • 401 k (with employer match)
        • Health Savings Accounts (HSA) with company provided contributions
        • Flexible Spending Accounts (FSA)
        • Supplemental Insurance
        • Legal Plan
        • Pet Insurance
        • Adoption Assistance Plan
        • Mental Health and Well-being: Employee Assistance Program (EAP)
        • Mental health and Well-being: Virtual mental health support and resources
        • Tuition Reimbursement
        • Wellness program
        • Back-up child care program
        • Benefits are subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions. If this position requires you, now or in the future, to perform your function or report onsite at a PSCU location or travel on behalf of PSCU, entry procedure and Covid protocols are in place that will require your adherence as a condition of employment. PSCU manages these procedures and protocols requiring your use of third party digital applications, in compliance with federal, state, and local laws. Please Note: For roles with certain levels of travel and/or company car usage, PSCU will require a completed Motor Vehicle Record Check , valid driver's license, and proof of insurance at time of hire and annually. All applications are reviewed by an AIRS Certified Diversity and Inclusion Recruiter. Learn more about our commitment to Diversity, Equity, and Inclusion HERE! As a matter of operational management limitations and business administrative process parameters, remote position assignments at PSCU are geographically restricted to where PSCU currently operates. As a result, we are unable to proceed with applications from those state residents. Applicants are encouraged to apply for other available opportunities for which they qualify. PSCU is an Equal Opportunity Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status , or membership in any other group protected by federal, state or local law. PSCU is an Equal Opportunity Employer that complies with the laws and regulations set forth in the following "EEO is the Law" Poster and the "EEO is the Law" Poster Supplement . PSCU will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the legal duty to furnish information. For positions based out of our Phoenix, Arizona location, PSCU is an E-Verify Employer. Please click here for the E-Verify Poster in English or Spanish . For information regarding your Right To Work, please click here for English or Spanish . As an ongoing commitment to reasonably accommodate individuals with disabilities, PSCU has established alternative methods to complete the application process. Disabled applicants needing assistance are encouraged to submit resumes via our careers page submission button If further assistance is required.

Keywords: PSCU, Medford , Service Executive II- REMOTE, Other , Myrtle Point, Oregon

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