Item Processing Application Specialist - Req# 601

COCC•Avon, CT

4d•$48,110 - $66,104•Hybrid

About The Position

The Application Specialist I acts as a customer liaison for various software products and third-party interfaces. This person facilitates resolution of issues requiring research within the established service levels. This person also participates in customer acceptance testing, support calls, and client implementations.

Requirements

Associate degree or equivalent work experience in Business, MIS, or IT
Minimum two years in banking, financial services, or customer support
Strong customer service and communication skills
Ability to communicate with all levels of staff and management
Strong problem solving and analytical abilities
Ability to work independently and on a team
Ability to manage multiple tasks simultaneously
Strong attention to detail and organization skills
Ability to learn new technology quickly
Proficiency with Microsoft Office Suite

Nice To Haves

Experience with payment systems or item processing is a plus
Experience with COCC INSIGHT or Open Solutions CORE is a plus
Experience with branch and image capture technologies is a plus

Responsibilities

Research customer issues using documentation, manuals, and testing and respond to a high volume of customer support requests, collect information and troubleshoot problems
Log all activities and research in call logging software
Schedule and validate specification changes and maintenance accuracy
Support clients during implementation of new products and services
Provide front line customer support and assign case numbers
Respond to client inquiries related to system use and procedures
Assist clients with reports, balancing, and interpretation
Configure and set up new products for clients
Determine escalation paths and ensure issue resolution
Communicate updates and follow ups throughout case lifecycle
Meet service level standards for response and resolution
Develop and execute test scripts for product functionality
Perform testing and document results for customer acceptance
Maintain service standards including call metrics and survey ratings
Use a consultative approach when assisting customers and communicate improvement opportunities to management
Participate in assigned projects as needed