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Service Executive II (Credit)

Company: PSCU
Location: Saint Petersburg
Posted on: May 3, 2021

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.

Under minimal supervision, this position establishes and is responsible for the service relationship for their assigned credit unions. The incumbent uses a consultative approach to direct operational activities to ensure the client‘s overall business objectives are achieved and delivers a comprehensive level of the line of business consulting, program analysis and development, and sales consultation and coordination of applicable PSCU products and services. The incumbent is responsible and accountable to play an integral role in delivering service through cultivating relationships with key CU personnel and CU executives, developing and executing service account plans, leading and driving operational requests and projects to ensure timeliness, accuracy, and quality. The incumbent handles operational problem-solving in partnership with various internal and external organizational resources and is responsible to make sound business decisions that may be outside of established parameters. Incumbent functions as the credit union advocate and operational liaison to all PSCU departments to affect policies and procedures and short, mid, and long-term process improvements in business execution.

Role Responsibilities

  • Maintain extensive knowledge of operational applications and systems used by their assigned credit union such as Visa, MasterCard, First Data, Member Connect, AccessPoint, Apple Pay, EMV, Google Wallet, Score Source and Evolve; understand the specifics on reports, enhancements, and exceptions handling.
  • Identify strategic operational opportunities that ensure client business objectives are met and performance metrics of payment portfolios are maximized.
  • Deliver consultative support to identify, dimension, and tackle varied and often complex operational and product business issues as related to PSCU’s products/services.
  • Establish, solidify and own strong operational account relationships that result in excellent client satisfaction scores as reflected in periodic surveys; act as the primary consultant for the credit union for operational initiatives and issue resolutions.
  • Maintain a thorough understanding of complex payments regulations and how each relates to assigned credit unions. Interpret policies and operational practices.
  • Maintain an extensive understanding of contractual Service Level Agreements (SLA) requirements and Key Performance 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; making sound business decisions that may be outside of established parameters; demonstrating an appropriate sense of urgency and 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 high-monetary risk product/service requests ensuring client’s objectives are met, preventing potential financial liability, and preserving positive client relationships.
  • 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, regulatory information, and account compromise events.
  • Establish and set client expectations about complex system functionality, compliance, and timeframes as well as keeping client apprised of significant operational system modifications or issues.
  • Actively review client operational landscape 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.
  • 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. Assists with the development of Quarterly Business Review presentations and participates in CU account plan review meetings.
  • Interact positively and professionally in all interactions with PSCU staff, clients, and business constituents.
  • Develop and maintain an understanding of payments regulations, e.g. Dodd-Frank, and how each relates to their assigned credit unions.
  • Maintain current knowledge of payment industry trends and innovation, and PSCU products and solutions; maintain current knowledge of card, e-commerce, payments, and credit union industry related to Visa, MasterCard, FDR, PSCU, and competitors
  • In conjunction with assigned Account Executive, serve as the 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.
  • Perform other duties as assigned

Position Specifications

Education

Bachelor’s Degree in related field or combination of education and relevant experience preferred.

Experience

  • Five (5) years in a client relationship role within the financial service industry required.
  • Three (3) years of direct sales, and/or service experience in the payments industry are required.
  • Two (2) years of Payment processing system knowledge required.
  • Two (2) years Debit: Star, ATM Terminal Driving, Arcot experience required.
  • Two (2) years eCommerce: eCommerce industry experience required.

  

All applications are reviewed by an AIRS Certified Diversity and Inclusion Recruiter. Learn more about our commitment to Diversity, Equity, and Inclusion HERE!

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, St. Petersburg , Service Executive II (Credit), Other , Saint Petersburg, Florida

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