Client Engagement Specialist

Job Description

Job Description

At CU*SOUTH, we're more than just a Credit Union Service Organization (CUSO); we're a community united by a mission to strengthen and grow credit unions everywhere. Every role within our organization is backed by our steadfast philosophies - from our team who bring years of professional experience to our dynamic, customer-focused culture that's rooted in responsiveness and loyalty. Our working environment celebrates those who can pivot, innovate, and act swiftly, ensuring we remain at the forefront of the credit union industry.

Joining CU*SOUTH isn’t merely about finding a job—it’s about discovering a purpose. Here, you’ll have the opportunity to evolve professionally and personally, backed by a supportive team that is unafraid to be progressive. Working for a CUSO, especially one as dedicated as CU*SOUTH, offers a unique chance to serve. With us, you’re not just contributing to our growth; you’re actively playing a role in elevating the credit union community, impacting countless members and institutions alike. Become a part of our team, where service and growth go hand in hand, and craft a fulfilling career that truly makes a difference.

PURPOSE

Primary job roles include, but are not limited to, client and employee training, curriculum development and management, relationship management, and consultative sales. This position provides training and relationship management throughout the lifecycle of a CU*SOUTH client and the use of a consultative approach to selling additional products and services offered by CU*SOUTH to our clients. As a member of the Client Experience team, participates in team meetings and supports the team in queue coverage as needed while developing content that will help reduce ticket volume through client education.

ESSENTIAL JOB FUNCTIONS

1. Participate in planning and implementation of pre- and post-conversion training as well as general training content, CBX, Tune-ups, and client facing webinars.
2. Lead classroom training sessions for CU*BASE software, products, and services, conversion support, special client requests and department classes using available tools in the environment requested by the client or their supervisor.
3. Assist clients in coordinating their data processing system to operate with credit union policies, procedures, and regulatory requirements in an effort to deepen the client’s relationship with CU*SOUTH and their engagement with the core solution.
4. As part of the conversion process, adheres to all directives from the Conversion Project Manager/Coordinator and reports on items of concern, issues with training or the training environment, and client level of engagement. Completes all documents as requested by the Conversion Project Manager/Coordinator and contributes to the overall success of the conversion.
5. Creates and presents content to CU*SOUTH staff of core offerings, upcoming releases, and operational functions.
6. Responsible for the successful onboarding and training of all new CU*SOUTH hires for introductory knowledge and historical, relevant, background information regarding their new employer. This makes them directly responsible for the early introduction of our core values to new employees.
7. Analyze, design, develop, implement and evaluate current and new training courses for credit union partners and CU*SOUTH staff.
8. Responsible for effective time management and scheduling for training events, conversion support, conversion training, personal development, and call queue coverage as needed.
9. As the owner of client ongoing relationships, responsible for maintaining the satisfaction level of our client base, working with clients on coordinating the implementation of products and services that meet their strategic plans, and using a consultative approach to selling CU*SOUTH Essential Services that fit a need at the credit union.
10. Assist the department heads in research, development, and implementation of new product lines and Essential Services for CU*SOUTH.
11. Other duties as assigned.

SERVICE LEVEL AGREEMENT

Internal

1. Uphold CU*SOUTH Code of Conduct and PRAISE Core Values.
2. Provide same-day response to all internal inquiries received by noon that day, provide next day response to all others, establishing priority to urgency on all requests.
3. Provide internal support to all CUSO Development lines of business accordingly, to advocate and encourage internal collaboration.

External

• Uphold CU*SOUTH Code of Conduct and PRAISE Core Values

JOB QUALIFICATIONS

1. High School graduate or equivalent is required.
2. Four-year degree in a business-related field or equivalent work experience is preferred.
3. Ability to deliver software support and training to any client.
4. 1 to 2 years of industry-related experience preferred particularly in presenting a regimented curriculum and a general understanding of needs based selling techniques.
5. Extensive knowledge of credit union operations, regulations and procedures, accounting, and balancing functions.
6. Excellent verbal and written communication skills. Classroom or virtual environment training experience and expertise preferred.
7. Ability to travel to client sites to provide training and support.
8. Ability to use discretion when dealing with sensitive or confidential data.

WORK ENVIRONMENT & PHYSICAL ACTIVITIES

CU*SOUTH operates in a professional office building setting as well as remote sites. Some job assignments at CU*SOUTH are primarily conducted within the office building(s) while others have moderate to extensive travel responsibilities as described in the Job Functions and/or Job Qualifications section(s) above. CU*SOUTH is committed to working with its employees to reasonably accommodate them with the physical aspects of the position.

Notice: This job description is not intended to be, nor should be construed as a contract for employment. CU*SOUTH makes no guarantee of permanent employment. This job description is to be used as a guideline to give the employee an understanding of what CU*SOUTH has defined this position to be.

CU*SOUTH will make reasonable accommodations for the known physical or mental disabilities of qualified applicants unless doing so would cause an undue hardship. Disabled individuals who feel accommodation is needed to perform their job, or the job for which they have applied, must notify CU*SOUTH in writing of the need for reasonable accommodation within 180 days after the date the individual knew or reasonably should have known that an accommodation was needed. CU*SOUTH , thereafter, will make all reasonable accommodations unless to do so would pose an undue hardship.

CU*SOUTH is willing to accommodate disabilities to the extent a credit union service organization can without impacting financial control or client service. CU*SOUTH is an Equal Opportunity Employer.