Customer Care Analyst (Loans) Level II

Job Description Customer Care Analyst IIs provide product and application expertise to customers. They typically have in-depth knowledge of multiple CSI product offerings. They initiate, manage and work through client projects to enhance product usage, resolving complex issues and increase product knowledge for the end users. They provide mentorship to teammates and may lead complex projects while supporting higher profile customer relationships.

• Creates post-conversation plans.
• Demonstrates expertise across multiple applications and/or CSI service areas; provides mentorship to peers less experienced.
• Gathers customer requirements and puts together advanced project plans to address immediate client needs.
• Typically participates in multiple projects simultaneously and handles a workload greater than that of a less experienced Customer Care Analyst.
• May support the more strategically focused, high-profile customer relationships.
• Provides virtual and/or on-site project support and training to customers.
• Develops and maintains a library of problem resolution actions and book of knowledge for the Customer Service desk to reference; acts as a point of escalation for issues that cannot be quickly resolved through Customer Service and requires in-depth research and analysis for resolution management.
• Identifies trends with product issues and/or collects client feedback for desired functionality; provides product and customer feedback with to other internal departments from which corrections are made and/or product enhancements considered.
• Schedules, plans, leads and/or completes, and follows-up on all System Utilization Reviews.
• May be required to travel independently or with other departments as needed for site visits
• Performs other duties as assigned.

The minimum amount of relevant work experience required to successfully perform the job is at least five (5) years. Technical education or job knowledge equivalent to a 2-year college or trade school. As a forward-thinking software provider, Computer Services, Inc. (CSI) helps community and regional banks solve their customers’ needs through open and flexible technologies. In addition to its award-winning core banking platform, these include the latest in lending, digital banking, payments, financial crime prevention and cybersecurity. Building on its nearly 60-year track record of personalized service, CSI is shaping the future of banking and empowering its customers to rival their competition. For more information about CSI, visit www.csiweb.com CSI provides rewarding and challenging career opportunities for our employees. When determining your pay, we consider various factors such as your skills, qualifications, experience and location. Along with a competitive salary, this position includes eligibility for incentive awards based on both individual and business performance. We also offer a comprehensive range of benefits. To learn more about our benefits, visit: Benefits Summary CSI is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, physical and mental disability, marital status, veteran status, or any other characteristic protected by applicable law. If you need an accommodation during the recruitment process, please email us at recruiter@csiweb.com and we will work with you to meet your accessibility needs. For applicants residing in California, please read Privacy Notice for California Residents | CSI (csiweb.com) Visa Sponsorship: We are unable to offer visa sponsorship for this position. Applicants must be authorized to work in the United States without the need for sponsorship now or in the future.