Treasury & Instant Payments - Application Specialist I #627

Who we are...
As an industry-leading fintech provider, COCC delivers innovative, comprehensive technology solutions and strategic partnerships throughout the Northeastern United States. Listed among American Banker's FinTech 100 and the Inc. 5,000 fastest growing companies in the nation, COCC inspires the industry with innovation and top-quality support. Designated a Top Workplace in Connecticut and a nationally Certified Great Place to Work, COCC recognizes employees as the core of our success.
Inspiring you to become extraordinary in work and life.

What we need…
COCC is seeking a Client Support Specialist to provide exceptional customer support and serve as a trusted liaison for clients using our software solutions and third party interfaces. This role is ideal for a customer focused professional with banking, financial services, or technology experience who enjoys problem solving, client interaction, and supporting business critical applications.
What’s in it for you…
COCC offers a collaborative environment, career growth, and all the benefits you’d expect from an award-winning employer, including:

• Hybrid schedules and ample paid time off allowing you work/life balance and flexibility
• Customized training and onboarding to support you in your first year at COCC
• Robust employee development programs aligned with career pathing objectives
• Cutting-edge training and educational resources from vendors like SANS, PluralSight and CBTNuggets
• Generous PTO offerings, benefits and competitive compensation
• On-site fitness centers, wellness incentives, and lifestyle spending accounts
• Tuition Reimbursement
• One-on-one career coaching
• DEIB initiatives championing inclusion and encouraging you to bring your whole self to work
• Financial planning assistance with certified professionals
• Peer recognition programs

What you’ll do…

• Respond to a high volume of client support requests through phone calls, emails, and support tickets

• Research customer issues using system documentation, user manuals, industry resources, and application testing

• Troubleshoot routine issues, develop solutions, and educate clients on best practices

• Maintain and monitor ticketing systems to ensure timely resolution within established service levels

• Provide regular client updates and document troubleshooting and resolution activities

• Support internal teams and partner vendors for selected platforms and integrations

• Adhere to Change Control policies and system assurance procedures

• Coordinate tickets and tasks with other teams and verify completion accuracy

• Assist with customer call escalations

• Consult with clients to understand product usage and identify creative solutions that meet business needs

• Deliver a consultative client experience that supports service excellence and client loyalty

• Participate in formal training programs and cross training activities

• Provide basic product training to clients

• Meet customer service, case management, and call handling standards

• Participate in rotating on call and after hours support

• Assist users with routine transactions and workstation related issues

• Serve as a liaison between business units, product management teams, and technical resources

• Develop test scripts and assist with product testing, upgrades, enhancements, and implementations

• Gather client feedback and business needs to identify enhancement opportunities and potential issues

• Help develop implementation strategies for new features and system improvements

• Lead minor projects as assigned

• Create and maintain task plans, procedures, workflow documentation, and user guides

• Identify process improvement opportunities and make recommendations to management

• Participate in business continuity and disaster recovery planning, testing, and execution

• Support client acquisition activities including presentations and demonstrations

• Assist team members with workload balancing and production issue triage

• Attend industry, technical, and educational training programs

What you’ll bring…

• Associate’s degree in Business, MIS, IT, or related field, or equivalent work experience prefferd

• Minimum two years of banking, operations, financial services, or related experience preferred

• Experience with Payment Systems, ATM and Debit Card services, telephone banking, ACH, Wires, Positive Pay, Account Analysis, or software deployment and installation is a plus

• Excellent customer service skills

• Strong verbal and written communication skills

• Ability to work independently and as part of a team

• Strong problem solving and critical thinking abilities

• Ability to multi task and prioritize work effectively

• Knowledge of financial services terminology and operational procedures

• Ability to read, analyze, and interpret technical procedures, professional journals, and industry publications

• Proficiency with Microsoft Office applications

• SQL experience is a plus

Salary range for this role is $48,200-$65,200 per year. This role is Hybrid in Southington, CT

Applicants for employment in the US must have work authorization that does not currently or in the future require sponsorship of a visa for employment authorization in the United States.
COCC is committed to maintaining a drug-free workplace. All applicants are required to pass a credit, background, and substance test prior to employment. COCC procures background and consumer reports in compliance with all Federal and State regulations, including The Fair Credit Reporting Act and applicable Department of Labor laws regarding pre-employment screens. COCC is an equal opportunity employer committed to a community of inclusion, and an environment free from discrimination, harassment, and retaliation.
Accessibility - If you’re a job seeker with a disability and require accessibility assistance or an accommodation to apply for one of our jobs, please let us know by calling 860-678-0444 or emailing TalentManagement@cocc.com. Please specify the help you need and we’ll be happy to get back to you.