Job Description
Central 1 cooperatively empowers credit unions and other financial institutions to deliver banking choice to Canadians. Central 1 provides critical services at scale to enable a thriving credit union system. We do this by collaborating with our clients, developing strategies, products and services to support the financial well-being of their more than 5 million diverse customers in communities across Canada. For more information, visit www.central1.com.
What we offer:
Work-life flexibility
Hybrid work environment
Variable annual incentive plan
Generous annual vacation allotment
Top-notch flexible benefits plan including family building and gender affirmation
Retirement Plan, matched contributions at 6%
Access to a learning platform and educational assistance support
Access to a virtual wellness platform
Career development opportunities
Wellness Flex Fund to support personal interest and activities
Day off to volunteer in your community and other paid time off options
Corporate discounts
*subject to employment agreement
Job Summary:
Central 1 is looking for a Support Analyst 1 to join the team. In this role, you will provide frontline customer support by responding to client inquiries through phone, email, ticketing systems, and fax. You will also be responsible for fulfilling routine service requests and managing assigned incidents to ensure timely resolution and excellent client service.
What you'll be doing:
Respond to customer inquiries and issues through phone, email, and the ticketing system.
Manage incidents by gathering information, performing initial troubleshooting, and resolving routine issues. Escalate more complex issues to Support Analyst 2 or technical teams when needed. Meet established service level agreements (SLAs).
Manage service requests, change requests, and other client support needs through the tracking system. Monitor requests to ensure timely and efficient resolution while meeting SLAs.
Act as a client advocate by working with operational and technical teams to resolve service issues and support the successful implementation of changes.
Collaborate with Payments and DBPX support teams on technical and operational issues, as well as new or upgraded products.
Provide clients with information and guidance on new products and services.
Recommend improvements to systems and processes to enhance the efficiency and effectiveness of client support.
Maintain up-to-date knowledge of products, applications, and Central 1’s hosting environment, including updating support documentation and wiki procedures.
Perform additional duties as needed to deliver exceptional client service and support Central 1’s business goals.
What you'll have
- Community college diploma in Computer Science, Business Administration, or a related discipline with an IT focus (or equivalent combination of education and experience)
- Minimum 3 years of relevant customer service experience, preferably within financial services
- Strong knowledge of client support service principles, methodologies, tools, and techniques
- Ability to gather information, diagnose, and analyze technical and non-technical issues
- Capable of providing effective solutions and support to clients as required
- Well-developed analytical, problem-solving, organizational, and time management skills
- Strong verbal and written communication skills with clients, technical teams, and colleagues
- Ability to work within schedules and adapt to changing priorities and business needs
- Excellent customer service and interpersonal skills
Salary range: $50,000-$58,000
The salary represents the job rate determined for the successful candidate who is fully competent in the role. The actual salary will vary depending on market conditions and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training.
#LI-Hybrid
Central 1 does not use Artificial Intelligence (AI) technology to screen, assess, or select applicants during our recruitment process. This job posting is for an existing, specific vacancy within our organization. All applications will be considered exclusively for the position described in this posting.
Central 1 is an equal opportunity employer and committed to building an inclusive workforce by creating an environment where everyone feels like they belong and has the opportunity to be successful. We welcome all applicants to join our diverse workforce and we will provide an accessible candidate experience including, but not limited to accommodations to interview sites and alternate formats upon request to our Recruitment team.