Customer Care Analyst

Job Overview

As a Customer Care Analyst at CSI, you will have a vital role in enhancing customer satisfaction by providing expert support and guidance on product usage. Your efforts will help customers optimize their experience with CSI's financial software solutions through education, troubleshooting complex issues, and backing project initiatives. This position focuses on nurturing strong customer relationships and improving their operational knowledge.

Key Duties

• Formulate detailed follow-up strategies after customer interactions to ensure issue resolution.
• Exhibit proficiency across various CSI applications and services while mentoring junior colleagues.
• Collect customer requirements and devise sophisticated project plans tailored to client needs.
• Handle multiple projects concurrently, delivering advanced technical assistance and application support.
• Maintain and support relationships with high-profile, strategically important clients.
• Conduct both remote and on-site training and project assistance for customers.
• Act as the escalation point for resolving intricate problems requiring deep investigation and management.
• Create and update knowledge bases to expedite issue resolution and enhance service quality.
• Monitor product trends and gather customer feedback to promote ongoing product improvements.
• Organize and lead System Utilization Reviews including planning and follow-up activities.
• Travel as necessary to engage directly with clients at their locations.
• Perform additional duties as assigned by management.

Required Qualifications

• At least five years of relevant industry experience.
• Technical education or equivalent experience comparable to a two-year college or trade school.
• Experience in preparing or thoroughly reviewing consumer and commercial loan paperwork.
• Preferred experience with lending software systems including their configuration, upkeep, and user support.
• Knowledge of lending compliance standards and regulations for consumer and commercial lending products.
• Strong analytical abilities paired with excellent attention to detail.
• Exceptional communication skills, both oral and written, adaptable to diverse audiences.

Benefits and Work Environment

CSI offers opportunities to broaden your expertise in the financial services sector, advance your skills in customer relationship management, and contribute creatively to solutions benefiting financial institutions. Employees collaborate in a supportive atmosphere encouraging ongoing professional development and career progression.

The company provides competitive salaries evaluated based on skills, qualifications, experience, and work location, along with eligibility for performance-based incentive awards. A comprehensive benefits package is also included.

Other Information

CSI is an Equal Opportunity Employer committed to inclusive employment practices without discrimination. Accommodation during recruitment is available upon request.

Visa sponsorship is not available; candidates must have authorization to work in the U.S. without sponsorship.